Program Success Manager
Program Success Manager
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Job Description
Meet Benevity
Benevity is the way the world does good providing companies (and their employees) with technology to take social action on the issues they care about. Through giving volunteering grantmaking employee resource groups and microactions we help most of the Fortune 100 brands build better cultures and use their power for good. Were also one of the first B Corporations in Canada meaning were as committed to purpose as we are to profits. We have people working all over the world including Canada Spain Switzerland the United Kingdom the United States and more!
The Program Success Manager (PSM) is responsible for leading the operational strategy for their clients. This includes design and of campaigns encouraging full adoption of features streamlining workflows updating product capabilities and optimizing the overall running and of their clients program. The PSM is the key relationship owner for the Program Admin.
With a deep understanding of the clients program they translate the Benevity product and processes for our clients to 1 maximize their programs performance and 2 do it in a way that reduces the lift of executing their program for both the client and Benevity. The PSM is part of the client team and is an equal partner to the Client Success Manager (CSM). Together they establish and nourish a strong and trusted relationship with their client contacts (PSM for Program Admins and CSM for Program Owners) and are jointly responsible for client health retention and growth.
What youll do:
- You will be responsible for the proactive running of the client operational meeting and the day to day running of a clients program. Is the key contact for their clients Program Administrators
- You will own and develop strategies to implement solutions that increase efficiency reduce friction and lead to the success of the clients program growth by:
- Driving client adoption of the existing platform
- Delivering annual operational reviews (at minimum) that focus on removing barriers and showcasing operational enhancements tailored to the clients program needs
- Working with cross functional team members including Fin Ops Client Technical Support (CTS) End User Care (EUC) Cause support etc to understand roadblocks friction points or inefficiencies and recommending improvements. Facilitating meetings with SMEs and the client
- Explaining the how and why of Benevitys product suite features and functionality and working with Product to feedback client asks needs challenges. The PSM is up to date on product enhancements and is working to implement those with their clients to make sure their program remains up to date
- Training newtoBenevity administrators on how to effectively use all relevant product functions
- Working with the professional services team for the successful implementation of new features and enhancements
- Presenting bestinclass operational and administrative efficiencies that are clientspecific by recognizing patterns or capacity constraints from other client programs
- Translating client program needs into configuration or feature requests
- Advising clients on Benevitys crossfunctional support structure response and delivery timelines and available resources and partners with clients to identify the optimal solutions
- Leading operational escalations internally for the client
- Partners with the CSM on Account Planning Success Planning to drive RFOB scores retention and growth
What youll bring:
- BA/BS degree or equivalent education
- Minimum 12 years experience in B2E/B2B Customer Success/Account Management or transferable customer service roles
- Preferably experience in a B2B SaaS organization
- Ability to build strong longterm business relationships by consistently going above and beyond client expectations.
- History of increasing client satisfaction adoption and retention
- Strong client relationship building skills including empathy humility adaptability poise and persuasiveness
- Strong communicator with excellent written and verbal communication skills
- Highly organized and comfortable overseeing a variety of client service issues to resolution
- Detailoriented organized and analytical
- Ability to work independently with strong judgement
- Resilient and thrives in a multitasking startup environment and can adjust priorities onthefly while managing a diverse and full workload
- Teamoriented with a funspirit and sense of humor
Discover your purpose at work
Were not employees were Benevityites. From all locations backgrounds and walks of life who deserve more
Innovative work. Growth opportunities. Caring coworkers. And a chance to do work that fills us with a sense of purpose.
If the idea of working on tech that helps people do good in the world lights you up ... If you want a career where youre valued for who you are and challenged to see who you can become
Its time to join Benevity. Were so excited to meet you.
Where we work
At Benevity we have developed a Community First approach that we design our peoples experience around with goals to build a strong community and culture achieve stellar of our business goals and social mandate and ensure Benevityites thrive. For those who live within a reasonable commuting distance to an office we can split our time working in the office and from home to optimize the opportunities of both with the requirement that we spend at least 50 of the time in the office.
Join a company where DEIB isnt a buzzword
Diversity equity inclusion and belonging are part of Benevitys DNA. Youll see the impact of our massive investment in DEIB daily from our wellsupported employee resources groups to the exceptional diversity on our leadership and tech teams.
We know that diverse backgrounds experiences skills and passions are what move our business and our people forward so were committed to creating a culture of belonging with equal opportunities for everyone to shine.
That starts with a fair and accessible hiring process. If you want to feel seen heard and celebrated you belong at Benevity.
Candidates with disabilities who may require accommodations throughout the hiring or assessment process are encouraged to reach out to
Required Experience:
Manager
Employment Type
Full Time
