The Director, Digital Services Account Management is responsible for managing relationships and executing the technical operations of UWW’s online CSR tools with corporate workplaces. In addition, this role requires expert relationship building with local United Ways to provide implementation support, training and to drive change. This is a key role to ensuring unparalleled customer experience contributing to UWW’s shift to be the Philanthropic Marketplace.
This position reports to VP of Account Management, Configuration and Implementation.
Areas of Responsibility:
- Primary point of contact for a portfolio of channel partners for all Digital Services implementation needs. This involves ensuring successful move management along all phases of the implementation roadmap including coordinating with UWW team members as needed.
- Primary point of contact for a portfolio of corporate workplaces where direct implementation support is necessary. This includes directly engaging in dialog around product needs, delivering on expectations, setting up campaigns and ensuring successful processing and distribution. This may also include working with local United Way’s to provide additional account management and content support.
- Leads the development of new processes and procedures related to direct corporate campaign implementation and pledge processing.
- Responsible for day-to-day business operations with clients (corporations and local United Ways) including configuration, migration, setup and training, integration and customer success.
- Build strong and effective working relationships with local United Way partners, customers, software vendors, technical vendors and the internal team to drive collaboration and achieve deliverables.
- Become a system expert in Digital Services including Philanthropy Cloud for both current functionality and long-term roadmap.
- Continuously refine and execute on comprehensive implementation roadmap, including onboarding, training, moves management, and hyper-care customer support, ensuring outstanding experiences for customers.
- Educate and teach best practices to clients; ensuring the client has proper analytics, reports and information showing how the SPC platform is meeting their CSR and engagement needs, goal and objectives. Bringing forth recommendations for improvement in collaboration with the client.
- Provide technical expertise in SSO, data mapping, API integrations, and Salesforce CRM transaction reports.
- Proactively pursue high customer engagement and satisfaction throughout the implementation, providing transparent expectations throughout the process.
- Identify and manage issues and risk throughout the project. Provide guidance to address critical and/or outstanding issues impacting the implementation.
- Drive change supporting a transformational journey across the UW Network.
- Support Go To Market team as needed with technical expertise and product demonstrations.
- Advocate for Philanthropy cloud content among LUW’s and corporate partners.
- Brings collaborative and effective partnerships together to ensure successful execution of SPC campaigns.
- Deliver reports on a regular basis to management and team regarding customer progress.
Educational Background:
Bachelor's Degree
Skills/Experience:
- 5+ years of relevant work experience working in digital solutions and/or like-field.
- 3+ Experience working in online pledging solutions for large, national campaigns.
- Experience in training and presenting.
- Experience working with Salesforce CRM (preferred).
- Track record for delivering customer success.
- Proficiency in MS office including high proficiency in excel, database management, web applications and digital marketing applications.
Core Capabilities:
- Highly organized and strong self-management capabilities.
- Ability to multi-task and work in a fast-paced, ever-changing environment.
- Proactive thought leader, ability to anticipate issues and develop processes to improve efficiencies and customer experience.
- Solutions-oriented leader with a high level of agility.
- Strong technical aptitude and fast learner.
- Customer success driven.
- Ability to communicate effectively, build relationships and trust among customers, vendors and partners.
- Team player with ability to organize and motivate others.
- Strong work ethic with commitment to the overall success of the organization.
- Deep understanding of online pledging solutions and CSR operations, trends and goals.
- This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.
Job Function:
Organization Info
Listing Stats
Post Date:
Jun 26 2018
Active Until:
Jul 26 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit