ASICS Running Apps – Customer Success Specialist, Fundraising

This is a temporary full-time posting from July 2021 up to February 1, 2022.

The Customer Success Specialist, Fundraising at Race Roster is an expert on our technology  products and support services with an emphasis on fundraising tools and elite client fundraising programs. Day to day, the CSS, Fundraising is focused on the success of fundraising programs, charitable organizations and all fundraising stakeholders on the platform. As a leader on the team, this role involves some project work and potential travel. Lastly, Customer Success Specialists are leaders on our phone and email queues working closely with the Customer Success leadership team to ensure that customers receive quality responses in a timely manner.

Responsibilities

• Responding to day to day customer inquiries by both phone and email
• Managing relationships with customers dedicated to their portfolio including large charity challenge programs
• Being the main contact for the fundraising@raceroster.com queue and monitoring daily and weekly fundraising tasks (onboarding, tax receipt approvals, etc)
• Delivering training to charity contacts and event organizers as required, including live webinars for large charity programs 
• Keeping clear records and training guidelines for all unique charity programs across the platform
• Working closely with Customer Success leadership team and Customer Success Managers to monitor the success and impact of each large charity program
• Working closely with Customer Success leadership team and Customer Success Managers to develop new charity onboarding processes when necessary
• Offering critical feedback on charity products by submitting new feature recommendations and observing for system bugs within the charity tools
• Playing a leadership role on the phone and email inquiry queues
• Leading by example on the phones and email inquiry queues
• Work effectively across departments to help exceed customer expectations
• Prioritize workload and manage multiple tasks at once

Education & Experience

• Bachelor’s degree or higher
• 1-3+ years experience in a professional services environment
• Strong customer service skills
• Strong organization and time management skills
• Previous work experience with Race Roster, Salesforce and Talkdesk platforms strongly preferred

Performance Measures

• Effective completion of assigned tasks
• Efficient use of time and resources
• Continuously learning and improving in your role
• Quality of work performed
• Ability to communicate effectively with other employees at all levels of the organization

The successful candidate for this role will become an employee of Race Roster North America Corporation (RRNA), a subsidiary of ASICS Corporation – a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011.

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