Customer Success Manager

JOB TITLE: Customer Success Manager
STATUS:  Full Time, Exempt
REPORTS TO: Strategic Solutions Developer
DIRECT REPORTS: None
 

SUMMARY: Through excellent communication skills, practical working knowledge and analytical thinking, this position is responsible for moving customers through their process of implementing and fully adopting MOF’s technology solutions. This role serves as an advocate for the customer. Success is measured by helping customers achieve their goals for technology implementation.

PRIMARY DUTIES:

• Responsible for managing foodbank relationships across the national network.
• Onboard new foodbank customers (and their partner agencies) to the PantryTrak (PT) system as well as non-traditional foodbank partners (such as health systems, higher education, etc.)
• Develop training materials to support the PT implementation and roll-out processes.
• Analyze unique data and reporting compliance needs for all PT customers.
• Use knowledge of PT to tailor and customize the implementation process that individual foodbanks require.
• Analyze, develop and design new PT software features based upon customer needs and experience.
• Integrate PT with an existing foodbank’s software products and import data from legacy foodbank systems.
• Work with appropriate staff to review MOF and network data to identify gaps in service and provide recommendations for expansion and/or program diversification.
• Participate in a cross-functional team structure, develop and implement work plans and related processes to ensure that project goals and objectives are met.
• Responsible for managing multiple implementation projects at one time that vary in complexity, size, and duration.
• Dependable and consistent attendance is required to maintain team productivity.
• Maintain safe, secure, and healthy work environment by following safety practices and policies.
• Participate in other duties or special projects as assigned.

EDUCATION & EXPERIENCE:

Education and Certifications: Bachelor’s Degree and/or equivalent work experience.

Experience:  At least four years of experience supporting and implementing the sales, training, roll-out, and support of software/hardware platforms. Previous social service/human services experience or work in a non-profit environment preferred. Basic knowledge of Microsoft Office software including Word, Excel and Outlook.

Skills/Competencies:  Strong organization, communication and people skills are required. Individuals must show demonstrated success in collecting, managing and using data for evaluation and reporting purposes. Candidates must represent Mid-Ohio Foodbank with professionalism when interacting with clients, volunteers, community members and Foodbank staff.

JOB CONDITIONS:

Working Conditions:  Normal Office Environment. Travels within Foodbank territory as necessary.

ADA:  The above statements cover what are generally believed to the principal and essential function of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.

Current Openings for Customer Success Manager Jobs at Mid-Ohio Food Collective