Partner Success Operations Specialist

GiveCampus is the world's leading fundraising platform for non-profit educational institutions. Trusted by 1,300+ colleges, universities, and K-12 schools, our mission is to help advance the quality, the affordability, and the accessibility of education. We received a seed investment from Y Combinator in 2015 and have pursued a strategy of 'Sustainable Growth' ever since: achieving six consecutive years of profitability and positive cash-flow while more than quadrupling our revenue, our customer base, and our team. In 2022, we raised $50 million to accelerate the next stage of our growth.

Through The GiveCampus Social Mobility Initiative, we've donated $1 million in free fundraising support for programs that help low-income students, first-generation students, and underrepresented minorities. And in 2022 and 2023, we were named to Y Combinator's Top Companies list and the Inc. 5000 list of America's fastest-growing private companies.

While we operate at meaningful scale (we've facilitated more than $6 billion in charitable giving), we’re still small relative to the commercial and social good opportunities in front of us. Every GiveCampus employee has a substantial impact on our trajectory, and we're growing to help schools achieve even greater results.

Our purpose-driven team of 90+ is located across the US: team members work from anywhere they choose. We have a beautiful 12,000sf office in Washington, DC that is available for people to use whenever they want, and we regularly organize team meet-ups, events, and retreats in various locations. We're looking to expand our team with diverse and collaborative doers who believe in our mission and the transformative power of affordable, high-quality education.

As a Partner Success Operations Specialist, you will manage metrics, internal workflows, tools, and automations that allow our customer-facing teams to deliver the highest possible value to their clients. At GiveCampus, “partners” is our name for our customers. We use this name to reflect our commitment to their success and our role working alongside them to unlock value from our solutions. The Partner Success Operations Specialist plays a critical role in ensuring the GiveCampus can deliver exceptional experiences to these organizations. You will work closely with Revenue Operations, Partner Success leadership, and our Partner Success Managers to define best practices, standardize activities and workflows, develop internal resources, and monitor performance and trends.

Responsibilities will include:

• Success Metrics: Manage definitions and data collection on key indicators of partner success, including NPS/CSAT, health scores, churn and retention, adoption and utilization, customer surveys, etc
• Journey Mapping and Optimization: Work with PS team leadership to maintain a map of the standard customer journey and continuously identify areas that need improvement. Propose and implement changes to internal processes, resources, and/or measurement frameworks that support the business in executing against the ideal journey.
• Playbook Automation: Identify workflows for the PS team that are associated with specific milestones in the customer journey. Define and document the activities, communication templates, and resources required for each milestone. Use the technology stack to automate steps and/or surface reminders, resources, and collateral that will help the team to complete these activities successfully and consistently.
• High-Volume Partner Communications: Leverage technology to support the team in executing automated or scaled partner communications in response to specific events and triggers. Support can include monitoring user/contact data quality, defining rules that govern which accounts or contacts/users receive communications, and managing the tools for sending communications to broad sets of users/contacts
• Risk and Escalations: Support internal frameworks for identifying partner risk factors and triggering appropriate interventions. Work with PS leadership to establish criteria for what constitutes risks or escalations, create automatic triggers where appropriate, and use technology to track response and resolution
• Customer Segmentation: Support the team in maintaining and adjusting criteria for segmenting the customer base and developing differentiated strategies, tools, playbooks and automations by segment
• Low-Touch / Tech-Touch Programs: For the segment of customers identified as low- / tech-touch, manage additional automations and frameworks that allow Partner Success Managers to deliver value and respond to customer needs across a large portfolio of customers efficiently and at scale.
• Customer Success Platform: Manage GiveCampus’ Customer Success Platform, Vitally. Create fields, build workflows, generate reporting, design layouts, and support integrations between Vitally and other systems of record.
• Data Monitoring and Reporting: Generate regular reporting on partner success metrics for both routine meetings and larger reviews such as team QBRs. Establish monitoring systems that enable you to identify trends and flag issues, as well as approaches to surfacing insights to PSMs at appropriate moments 
• Capacity & Portfolio Planning: Support PS leadership in assessing and forecasting CS resourcing needs – as well as with allocating and balancing account portfolios across team members. Produce reporting related to staffing utilization and efficiency
• Data Quality Management: Ensure that customer data in CRM and PS tools is accurate and up to date.
• PS Team Training and Knowledge Development: Provide support and training for team members on processes, metrics, tools and technology to ensure optimal use. Document team wide policies and procedures and ensure that the resources and collateral needed to support the team's work are available, organized, and easily accessible.
• PS Team Support: Provide assistance to Partner Success Managers (PSMs) with issues or questions about tools, processes, account assignments, technical challenges, and customer data

What we are looking for:

• Bachelor’s or greater degree preferred
• 3+ years of experience in Customer Success or Revenue Operations - or equivalent experience in a similar operational or customer-facing role (Support Operations, Business Operations, Customer Success Management, Account Management) 
• Proven analytical skills with experience in data-driven decision-making as well as process mapping and optimization
• Familiarity with Customer Success tools (e.g., Vitally, Gainsight, ChurnZero) and experience with CRM workflows and automation (e.g. Salesforce) is strongly preferred.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and cross-functional teams alike.
• Detail-oriented with strong organizational skills and ability to manage multiple priorities.
• Results-driven professional with the ability to thrive in a growth-oriented environment

Ready to apply?

Complete the application by clicking on the 'Apply To Position' button. Applications will remain open until we find the perfect person for this role.

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At GiveCampus, we value diversity and we pledge to foster an environment of support, inclusivity, and learning, both on the job and throughout the application process. In this spirit, we encourage candidates of all backgrounds to apply.

GiveCampus is an Equal Opportunity Employer. Applicants and employees are not discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

If you feel like you don't meet all of the requirements for this role, please apply anyways. We know confidence gaps and imposter syndrome often get in the way of connecting with incredible people, and we don't want them to prevent us from meeting you.