Position Description:

The Account Manager is responsible for maintaining and cultivating our existing client base to ensure our customers are completely satisfied with Classy and our platform.  The ideal candidate will have experience managing a large book of business including, but not limited to, proactive engagement, relationship building, and a track record of strong retention rates.  Experience in a SaaS or similar environment is preferred. Experience with nonprofit fundraising is advantageous to this role.

Your Day to Day:

  • Increase retention of clients YoY, by achieving or exceeding your renewal quota goal
  • Navigate and identify all key decision makers within each nonprofit client to drive adoption and retention, primarily through regular and proactive contact
  • Continually work towards a better understanding of client needs and how Classy can provide greater value to the organization
  • Work closely with the Customer Success team to assess product issues, track product needs and feature requests, and develop meaningful, professional client-facing content to provide value to, and retain clients
  • Overcome objections with clients regarding platform features
  • Act as an online fundraising subject matter expert for our nonprofit partners

Responsibilities:

  • Achieve or surpass your individual quota goal for retention and quarterly donation volume, while achieving key performance milestones on target
  • Identify at-risk clients, product and client training gaps, and escalate potential risks or challenges in order to retain client business
  • Identify high-success potential organizations and create tailored client journeys, touch points, and adoption/growth plans for each
  • Build strong relationships with nonprofit clients by understanding their organization and helping them reach and exceed fundraising goals through the use of the Classy platform
  • Provide excellent customer service and client satisfaction to ensure our clients continue to use the platform year over year
  • Enable nonprofits to use the Classy platform to its full capabilities by finding new areas of opportunity, encouraging campaigns and events, and presenting market-specific content to our customers
  • Act as a thought leader and subject matter expert to customers in relation to the full Classy platform to drive fundraising success for existing and future campaigns
  • Onboard and educate customers about the Classy platform, support, and resources
  • Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst support, sales, marketing, finance, and product teams

What you bring to the table:

  • 2+ years of experience and success in account management working a large book of business, with 100+ clients
  • 2+ years of experience in nonprofit development or individual fundraising, with use of online fundraising software to achieve revenue goals
  • A proven track record of hitting and exceeding retention rates or fundraising goals year over year
  • Advanced project management, account management, or customer success skills, including objection-handling and conflict management skills
  • Excellent communication skills (oral and written)
  • Thrive in an environment where you can be resourceful, adapt, and respond quickly to change
  • Demonstrated ability to prioritize and multitask in a deadline-driven environment
  • Demonstrated ability to work independently and make sound decisions under the position guidelines
  • Ability to collaborate as a productive and active team member
  • Bachelor’s Degree required
  • SaaS/Internet and startup experience preferred

Our awesome perks!

  • 29 days off annually including vacation + holidays
  • 10 half-day Fridays a year
  • 20 hours paid volunteer time off
  • Monthly parking pass, public transit pass, or ride-share allowance
  • Supplemental Medical/Dental/Vision Insurance, available day one
  • 401(k) plan
  • Fitness membership discounts
  • Pet friendly office
  • Love the active life? We have company and team outings and participate in team sports
  • Monthly employee development courses
  • New expansive office in downtown San Diego overlooking Petco Park baseball stadium and the ocean

About Classy:

Classy is a social enterprise that creates world-class online fundraising tools for nonprofits, modernizing the giving experience to accelerate social impact around the world. Originally started as a beach-side pub crawl to raise money for cancer research, Classy has built a powerful donor ecosystem that, since 2011, has helped thousands of organizations raise over half a billion dollars – with fundraising doubling on the platform every year since launch. Classy is trusted by organizations of all sizes, from the fastest-growing nonprofits like Team Rubicon and Malala Fund, to some of the world’s largest social organizations, such as Acumen Fund, ​Heifer International, and Shriners Hospital​s​ for Children.

A VC-backed SaaS company based in San Diego, CA and recognized by Fast Company as one of the Most Innovative Companies for Social Good, Classy boasts a culture that is exciting, result-oriented, and above all else, committed to our mission. Our customers deserve a technology solution—and a team— that can transform the giving experience. We’d love for you to be a part of it. Today, the 225-person Classy team services over 3,000 nonprofit customers and also hosts the annual Classy Awards to shine a spotlight on the innovative work nonprofits are implementing around the globe.

Compensation will be competitive and commensurate with experience. Classy has raised $53 million to-date in growth capital from prominent technology investors, including JMI Equity, Mithril, Salesforce Ventures, and Bullpen Capital. For more information, visit www.classy.org or follow Classy on Twitter: @Classy.

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