Account Manager, Customer Success

2 weeks ago

Toronto, Canada Ascend Fundraising Solutions Full time

**WHO WE ARE**

Founded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs foundation, Boston Red Sox foundation, Big Brothers Big Sisters, Thunder Bay Regional Health Science Foundation, Arizona Humane Society and many others.

We are disrupting the fundraising model by helping charitable organizations, raise funds by using our electronic raffle solutions, raise recurring donations, build on their donor datasets, build deeper engagement from their donor databases, and achieve record donor revenues.

As a leading provide of strategy and technology for 50/50 raffles, sweepstakes, and Catch the Ace raffles, we’ve helped over 500 charitable organizations raise over $1 billion on our platform to date, and we’re only just getting started.

**YOUR ROLE**

The Account Manager, Customer Success will report to the Director, Customer Success and will be responsible for customer onboarding, service, support and product education, while also playing an active role in the negotiation of customer renewals.

**Responsibilities**
- Oversee the initial launch and own the ongoing adoption and success of the Ascend FS platform.
- Actively manage the customer relationship and coordinating with internal stakeholders to ensure flawless execution
- Work with customers to develop best practices and create business goals with a results-driven focus that drives ROI
- Provide marketing plans/insight for online campaigns
- Ensure customers are up to date on Ascend FS’ latest technology enhancements
- Work in lockstep with sales and development teams, providing customer feedback to help drive the product road map
- Own the customer renewal process
- Occasional travel to customer sites
- Provide management with quarterly reviews on best practices in the industry, customer challenges, potential areas of risk and opportunities
- Liaise with internal/external stakeholders to identify and troubleshoot issues

**Desired Skills and Experience**
- 2-3 years Customer Service/Account Management experience.
- Experience with 50/50 raffles, digital marketing and/or sweepstakes
- Experience in Sports/Non-Profit/Charities or SaaS based companies preferred
- Experience with project management systems such as JIRA/Hive is preferred
- Proficient with CRM software, Office 365
- Ability to identify customer challenges and provide potential solutions

**Salary**: From $65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Flexible schedule
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON M4Y 1Z8: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Do you have experience with 50/50 raffles, digital marketing and/or sweepstakes?

**Experience**:

- Account management: 2 years (preferred)

Work Location: Hybrid remote in Toronto, ON M4Y 1Z8

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