Customer Success Associate

Are you a passionate innovator looking to harness the power of technology to do more good? You've come to the right place. At Bonterra, our purpose is to power those who power social impact. To that end, we serve the people who make social good possible-the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations.
As the second-largest and fastest-growing social good software company in the world, Bonterra brings together leading solutions from CyberGrants, EveryAction, Network for Good, Social Solutions, and their respective entities. By bringing our intuitive technology and expertise together, Bonterra will enable unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change.
Network for Good helps small nonprofits cultivate donor relationships and advance their missions with simple, smart fundraising software, personal coaching, and online resources. As a mission-driven, Certified B Corporation, Network for Good has a legacy of providing trusted support to over 400,000 nonprofit leaders since 2001 and has helped pioneer the online fundraising space, disbursing more than $3 billion to date.
What You'll Do:
In this important role, you will focus on managing customer renewals for our Donor Management System (DMS). You will provide a stellar experience for our customers and utilize solution-selling skills while effectively managing internal relationships to ensure complete customer satisfaction! Your goal will be to meet business objectives focused on renewals and retention. You will join the Customer Success department and work closely with other departments such as Sales and Marketing. As a Renewals Specialist at Network for Good, you will report to the Associate Manager, Renewals.

• Focus on successfully managing customer renewals and relationships
• Build rapport with customers via email and phone conversations
• Prevent contractual gaps while handling customer renewals
• Present products and services information to customers during their renewal period
• Negotiate and close renewals
• Escalate customer questions or concerns to the appropriate Support or Success team
• Find additional opportunities to increase Network for Good's DMS customer footprint and increase revenue
• Leverage renewal framework
• Prepare and execute renewal contracts vis DocuSign
• Monitor and report on renewals activity using Salesforce
• Assist management with churn analysis and retention forecasting as needed
• Integrate knowledge across disciplines to include relationship management, consultative selling, value realization, closing contracts, operation/process flow, and product function

Who You Are:

• You have 4+ years of experience in a customer-facing, B2B, revenue-generating or revenue-retaining role.
• Ideally, you have experience selling or managing accounts in a SaaS, CRM or technology business.
• Previous experience working with non-profits is also a bonus!
• You have a least a bachelor's degree or additional experience in lieu of a degree
• You are highly motivated! You enjoy fostering customer relationships and want to drive retention and customer loyalty.
• You can close the deal! You know the renewal cycle starts with superior listening skills and understanding! You ask a lot of questions and listen before making suggestions. You have strong negotiation and problem-solving skills.
• You consider yourself a great communicator! You enjoy chatting with customers and work well in teams and across organizations! Your energy and positive attitude are likeable and engaging.
• You are innovative and love technology! You believe technology tools maximize efficiency and you come up to speed with new software fast.

We are open to remote/telecommute candidates for this position.
Our Culture:
Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Some of our comprehensive and competitive benefits include:

• Generous PTO policy
• Equity for ALL regular, full-time employees from individual contributors to management - share in our success!
• Up to 15 paid company holidays including some commemorating social justice events and self-care
• Paid volunteer time
• Resources for savings and investments
• Paid parental leave
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect
• When we can-company-sponsored events and swag!!

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.