<p><strong><span>About the role</span></strong></p><p>This is an exciting opportunity to work in a dynamic and growing company. As a Nonprofit Client Success Manager, you will be responsible for ensuring our nonprofit clients receive outstanding service and support, directly impacting our overall client experience. Your role will involve managing client relationships, driving client engagement and loyalty, and ensuring clients achieve success with our services.<span><br /></span></p><p><span>Key Responsibilities:</span></p><div><strong><span>Client Retention &amp; Growth:</span></strong></div><ul><li>Engage regularly with clients to gauge satisfaction, address concerns promptly, and strategize on retention initiatives.</li><li>Identify and act on opportunities for upselling and cross-selling, aligning our services with client needs for enhanced compliance.</li><li>Achieve individual annual and quarterly gross and net retention goals.</li><li>Persuade clients to retain services by speaking confidently about our offerings.</li></ul><div><span><strong>Client Experience Development:</strong></span></div><ul><li>Ensure response times to client inquiries within one business day.</li><li>Develop a feedback loop for client feedback within six months.</li><li>Meet with Tier 1 clients weekly to assess and improve the client experience.</li><li>Create and implement a plan to enhance client experience and efficiency within one year.</li></ul><div><span><strong>Client Service:</strong></span></div><ul><li>Maintain a CSAT rating of 90% or higher.</li><li>Develop expertise in de-escalation and customer retention.</li><li>Adhere to standard communication guidelines for client interactions.</li></ul><div><span><strong>Continuous Innovation:</strong></span></div><ul><li>Drive continuous innovation to reduce waste and support strategic software changes across the service department.</li></ul><div><span><strong>Required Qualifications:</strong></span></div><ul><li>5+ years in client-facing roles such as CSM or Account Manager.</li><li>Demonstrated proficiency in meeting key performance metrics and service level agreements.</li><li>Excellent communication skills, showcasing clarity and correctness in both written and spoken forms.</li><li>Strong digital literacy, encompassing CRM systems, email, and video conferencing.</li><li>Proven ability to teach and drive software adoption and functionality.</li><li>Exceptional multitasking and organizational skills in dynamic environments.</li><li>Passion for solving complex challenges and a keen ability to learn quickly.</li></ul><div><span><strong>Preferred Qualifications:</strong></span></div><ul><li>Bachelor’s or Master’s degree in Business Management or a related field.</li><li>Experience in sales or B2B client service roles, particularly managing large accounts.</li><li>Proven success in driving client retention and generating revenue growth.</li><li>Prior exposure to the business input process for technology functionality and design.</li><li>Experience with Zendesk and Google Suite.<span><br /></span><span><br /></span></li></ul><div><span>Compensation:</span><span> We offer a competitive salary and a comprehensive benefits package that includes paid time off, health insurance, and a 401(k) plan with company matching.</span></div><div><br /></div><div><span>Apply Now:</span><span> If youre driven to deliver exceptional client service and thrive in a dynamic, supportive environment, Harbor Compliance is your next career move. Apply today and join a team that values growth, innovation, and client success.</span></div>