Customer Success Program Manager
Restaurant365Salary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Biotechnology, Software, Nonprofit, Financial ServicesIndustries
Requirements
The Digital Adoption Specialist must have experience designing and executing adoption programs, with a focus on orchestrated customer journeys and targeted campaigns. Proficiency in tools like Pendo and Gainsight is expected, along with the ability to analyze product usage data and customer feedback. Collaboration skills with cross-functional teams, including Digital Learning Architects, Pendo Admin, Events & Community Manager, and Customer Success Management, are essential. Experience in drafting customer-facing copy and understanding customer lifecycle milestones is also required.
Responsibilities
The Digital Adoption Specialist is responsible for building and maintaining structured adoption journeys for both onboarding and ongoing customer use, utilizing an omni-channel approach. They will design and execute targeted adoption campaigns to promote specific features and workflows, drafting customer-facing copy and integrating with educational resources and community events. The role involves executing ad-hoc adoption motions for timely customer engagement, analyzing product data to identify adoption gaps, and reporting on campaign performance. Additionally, the specialist will collaborate with various teams to align adoption strategies with product releases and customer success initiatives, acting as a customer experience advocate.
Skills
Pendo
Gainsight
Customer Success
Product Adoption
Customer Journeys
Email Marketing
In-app Messaging
Data Analysis
Customer Feedback
Onboarding
Retention
Customer Satisfaction
Bonterra
Technology solutions for social impact organizations
About Bonterra
Bonterra provides technology solutions aimed at helping organizations focused on social good, such as nonprofits and public sector entities, operate more efficiently. Their products include software for managing donations, tracking impact, and coordinating volunteer efforts, which streamline operations and enhance fundraising capabilities. Bonterra stands out from competitors by specifically targeting the social impact sector and aligning its success with that of its clients through a business model based on subscription fees and transaction fees on donations. The company's goal is to empower organizations to maximize their efforts in creating positive social change, as evidenced by their impact of facilitating $7.4 billion in donations to 225,000 nonprofits in 2021.
Austin, TexasHeadquarters
2023Year Founded
VENTURE_UNKNOWNCompany Stage
Consulting, Social ImpactIndustries
1,001-5,000Employees
Benefits
Generous Flexible Time Off
Paid Holidays
Paid Volunteer Time
Paid Parental Leave
Paid Sick Leave
Health Insurance
Vision Insurance
Dental Insurance
Life Insurance
Resources for savings and investments
Opportunities to learn, develop, network, and connect
Risks
Competition from established players like Blackbaud and Salesforce.org is intense.
Potential integration challenges from recent acquisitions could disrupt operations.
Dependence on partnerships like iWave may pose risks if synergies aren't realized.
Differentiation
Bonterra offers a comprehensive suite of tools for nonprofits and social good organizations.
The company focuses on empowering social impact initiatives with advanced technology solutions.
Bonterra's acquisition of DonorDrive enhances its digital fundraising capabilities.
Upsides
Growing demand for digital transformation in nonprofits boosts Bonterra's market potential.
Integration of AI in fundraising software enhances donor engagement and campaign effectiveness.
Bonterra's expansion into employee engagement solutions broadens its market reach.
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