Team Lead of Nonprofit Partnerships Team

As the Team Lead of Nonprofit Partnerships for our nonprofit clients, you will be responsible for leading and managing a team of NPMs, ensuring high levels of nonprofit engagement, satisfaction, and retention among users of Resilia’s software.. You will work closely with the Customer Success Leadership and cross-functional teams to create and implement strategies that drive increased value for nonprofits, strong program adoption, and measurable achieved outcomes for our nonprofit users. Your leadership skills, combined with a deep understanding of the nonprofit sector, will help your team deliver exceptional support that enables nonprofits to achieve their mission more effectively.

What to Expect

• First Week: Become familiar with people manager practices and resources.
• First Month: Complete CSM training in Pavilion and any additional manager traning to become more fluent at CSM industry standards, so that individual can better support and influence the team. You will begin the transition process of your new “pod”. Identify priority support areas for your pod and present opportunities for improvement
• First Three Months: 50% of your portfolio will be transitioned to other team members, most likely within your own team, for ease of transition and continuity of the work. While the other 50% is directly managed by you.
• 1. Conduct account portfolio reviews with your pod, along with leadership
  2. Work on addressing 1-2 identified challenges/support areas that impacts the pod’s success
  3. Drive process enablement for your pod

Requirements

• You have at least 3 years of customer success/service experience, preferably at a technology company; or an external or client facing role that required working with various stakeholders (e.g. Program Officer, Program Manager)
• Strongly believes and Is invested in the advancement of Resilia’s vision and mission.
• Have been on the Resilia team and managing a portfolio of accounts for at least 6 months
• Demonstrated success within their account portfolio:
  • account renewals, account expansions, high cohort engagement
  • Positive funder and nonprofit feedback, and demonstrated success outcomes within their portfolio
• Is comfortable and motivated with driving towards and managing revenue growth objectives, in alignment with our mission to impact nonprofits.
• Demonstrates leadership among their peers in the form of providing support and enablement to teammates and peers, mentorship
• Has an above-average proficiency in, and the willingness to further learn and improve:
  • creating effective presentations
  • Ability to understand data analysis in preset and google sheets
  • Communicates clearly and effectively with written, verbal, and visual presentations
• You are able to confidently coach and present to various stakeholders including customers, team members, and leadership trip delete and
• You have the ability to quickly learn and adjust as we implement new playbooks and approaches to increase effectiveness and efficiency in our work
• You can convert empathy for the client’s experience into internal advocacy in an appropriate manner (e.g., submitting product enhancement tickets)
• You are motivated and comfortable in a fast-paced startup environment
• You have prior experience with project management and CRM tools
• You have advance knowledge or experience working in the nonprofit, foundation, or government sectors

Key Responsibilities:

Portfolio Management: As a Team Lead, you will manage and support between 3-4 NPMs, while also directly managing a reduced portfolio of customer accounts.

Leadership and Team Management:

• You will lead, coach, and support a team of NPMs, fostering a culture of continuous learning, growth, and exceptional performance with best-in-class Customer Success standards.
• Monitor team performance, setting goals and conducting performance reviews to ensure optimal effectiveness.
• Facilitate regular team meetings, providing updates on company initiatives, sharing best practices, and celebrating successes.

Customer Success Strategy and Execution:

• Develop/Execute and implement customer success strategies, programs, and initiatives that drive value, adoption, and retention for our nonprofit users.
• Collaborate within the CS team and across the company to ensure a seamless user experience and alignment of goals across the organization.
• Utilize data and analytics to identify trends, opportunities for improvement, and areas of risk, taking proactive measures to