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Professional Services Specialist
3 months ago
Location:
Remote within BC
Schedule:
Full Time, Permanent
Salary:
$50, ,000
Reports to:
Customer Care Team Lead
Direct Reports:
n/a
About Keela:
Keela is on a mission to empower every social impact organization around the world with technology. We believe that access to powerful tools will change how nonprofits fundamentally work. We build and support software that we designed specifically for the needs of nonprofit organizations. We are a team of builders and leaders truly dedicated to building a globally impactful, sustainable, and ethical business.
We are driven by the understanding that every nonprofit that adopts Keela can do more good in this world, help more people and drive more positive impact, that is what motivates us every day. We are bringing useful, beautifully designed and featurerich software to serve the needs of the nonprofit sector.
Purpose of Position:
In this role, you will be responsible for the Professional Services of our stellar Customer Care team.
As an integral member of our Customer Care Team, you'll support our customers by completing professional services through all stages of their journey — whether you're working with them to clean up and import their data as part of their onboarding, or creating a donation form for a long term customer's next campaign.
This role is an excellent opportunity to launch yourself into the Customer Success and/or Technology industry Not only will you help our customers succeed by completing their professional services, but you'll also build relationships with customers and ensure they are set up for success in Keela by providing best practice advice, guidance, and support throughout the professional services process.
Key Responsibilities:
Manipulate and transform data sets according to Keela's established best practices to improve customer quality of data and data organization. Understand the company's software and ensure that customer data is compatible and functions seamlessly with Keela's. capabilities. Assist customers in getting up and running on the Keela platform, ensuring they can fully utilize all the software's features and functionality as it relates to the implementation of professional services.
Maintain detailed records of customer interactions, implementations, and resolutions to facilitate continuous improvement and knowledge sharing. Act as a liaison between customers and the product development team, conveying customer feedback and pain points to improve the software's functionality and user experience. Stay updated on Keela's product updates, industry trends, and best practices, continuously improving expertise to deliver topnotch services. Conduct customer calls to gather information, insights, preferences, and feedback, ensuring that professional services are tailored to meet their specific needs and to enhance overall customer satisfaction. Perform the following services:
- Export data from external software sources and import it into Keela, scrubbing and refining spreadsheets to ensure long
- term success and ease of use for the customers.
Skills & Qualifications:
Proficient in Excel, with a mastery of data manipulation and analysis, ensuring accurate and insightful reporting. Highly organized and selfmotivated, capable of working independently to meet project deadlines and deliver exceptional results.
Familiarity with software as a service (SAAS) platforms is a bonus, showcasing an aptitude for quickly grasping new systems and workflows. Comfortable and proficient in using Google Suite, Slack, and ChurnZero, with additional experience in these tools considered a significant advantage. Possesses a friendly, approachable demeanor and maintains a strong enthusiasm for learning and staying updated on industry trends and best practices.
