Goodera - Lead/Manager - Customer Success

About Goodera:

Goodera is a technology platform that makes CSR, volunteering, and sustainability activity transparent, measurable, and engaging. Used globally by corporations and foundations, Goodera simplifies CSR, volunteering, and sustainability by automating processes, managing data, and facilitating coordination with nonprofits. With program health reports available at the click of a button, Goodera enables companies to showcase quantified impact on customers, employees, and investors with ease.

Goodera is currently deployed by 200 clients - including Target, Gap, Dell, Amazon, and P&G - and engaging 1 million + employee volunteers to 40,000+ nonprofits across 90+ countries across the globe. Managing over $500 million in CSR capital, the Goodera platform is used to collect and aggregate data from internal and third-party sources. Goodera social and environmental impact reports are used for internal progress tracking and in ESG reporting to investors, analysts, and corporate boards.

Goodera is co-headquartered in San Mateo, CA, and Bangalore, India and is backed by Omidyar Network, Nexus Venture Partners, and SAIF Partners. For more details, please visit us at www.goodera.com

Responsibilities:

- Establish clear retention goals and process milestones for the client to work towards

- Assist customers as needed with setting up & achieving their Volunteering goals

- Experienced in promoting the value of a product and upsell services through customer experience - Assist in creating training materials

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value

- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best solution for their needs

- Optimize existing processes within the company and actively enhance all Customer Success initiatives.

Requirements

What We Are Looking For :

- 4-8 years of experience in customer success position strongly preferred

- Experience working with brand image and promoting value through customer experience

- Exceptional ability to communicate and foster positive business relationships

- Accountability and personal organization are essential

- Experience in handling multi-stakeholder clients

- Ability to establish and achieve milestones

- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Benefits :

What We Have To Offer:

- Work with a performance-oriented team driven by ownership, open to experiments, and passionate about creating impact.

- Young and Vibrant team

- Meritocracy Driven, Open Culture