Your proven track record of understanding root causes to reported issues, providing exceptional support to user communities, and quickly diagnosing issues and providing solutions while providing prompt and clear communication, will enable you to provide Tier 1 support to clients, and also to support the sales process by delivering compelling examples, proof of concept demonstrations and industry advice to give the opportunity the best chance of success.
You will become a thankQ expert, working alongside experienced implementers from our services partner, JCA. This role will see you working with customers to provide consistent Tier 1 support and customer service of the highest quality via phone, email, and screen share technology. You will interact with the software publisher to ensure Tier 2 technical issues are resolved for thankQ clients. You will also work collaboratively with our sales team to support some of the more technical aspects of the sales process. You may be traveling occasionally to client and prospect sites.
To be considered you must have previous software support, implementation, or sales experience with software used by non-profit organizations, and have the ability to translate complex business requirements into workable technical solutions with a proven track record of success.
The successful candidate will need to demonstrate a high level of capability in the majority of the activities below in the areas of fundraising, membership or related nonprofit software
Translation of client business requirements into proposed system solutions
Preparation of specific datasets and databases to demonstrate client-specific concepts
Creation of sample reports
In-depth configuration of the software to meet a specific set of requirements
Modification of the software to demonstrate proof of concept solutions
Creation of customized workflows and processes
Providing additional technical or industry knowledge in sales meetings to support the sales person in front of the client
Supporting the sales and marketing team at general events, seminars and webinars
Providing additional answers and advice in creating responses to Requests for Proposals
Providing education to the sales team on new product enhancements when appropriate
You must have strong knowledge of at least one fundraising, membership or related nonprofit software product. You will need to be able to demonstrate broad business process knowledge and experience as well as technical ability. In addition to this, you must have:
2+ years’ experience in an application support, sales support or implementation role
Strong Microsoft Excel skills, manipulating and telling a story with data
Good communication skills
Be able to demonstrate the ability to pay attention to detail, and to communicate effectively at all levels
Competitive salary range based on experience and performance
Paid Vacation, Personal, and Sick time
401(k) Retirement Plan
Employee Stock Ownership Plan (ESOP)
Health, Dental, and Vision Insurance
Life Insurance and Long Term Disability Insurance
Flexible Spending Account (FSA)
Telecommuting is allowed.
About thankQ USA
thankQ USA is the sole distributor of the UK’s leading fundraising software, thankQ CRM. Enjoy the dynamism and growth opportunity of a disruptive start-up, with the maturity and stability of an established software solution and company behind you! With more than 400 organizations worldwide now using it, and over 25 years of industry-leading nonprofit software development experience behind it, thankQ CRM provides powerful tools for nonprofits to understand and manage relationships with donors, alumni, members, prospects and volunteers. This flexible cloud-based solution is offered as a SaaS application, or can be self-hosted by organizations.