Togetherwork is a family of entrepreneurial businesses providing online dashboard solutions (SaaS) to groups and organizations for management, administration, and payments. Its purpose is to help these businesses grow, become more efficient, increase revenue, and provide excellent service to their members and constituents.

Togetherwork’s business lines provide software and payment solutions to a range of groups, including associations, fraternal organizations, museums, nature centers, pet services, universities, and zoos.

At Togetherwork, we are building the leader in Group Management Software and Payments by bringing together companies that connect people with the institutions most important to them. Our group of innovative companies are best-in-class in their respective verticals with strong management teams and commitment to customer service. When you start here, you will find yourself in an environment that is exciting, motivating, challenging, and fun. 

The Chapter Success Manager position supports the team by overseeing all areas relating to the retention and success of OmegaFi’s Fraternity and Sorority chapter clients within Customer Success. This position is expected to take initiative in implementing efforts to promote customer loyalty and to cultivate, maintain, and enhance relationships with customers utilizing OmegaFi’s billing platforms. This position promotes revenue, profitability, quality, service, and growth by monitoring at risk accounts, providing recommendations to ensure customer satisfaction and securing renewals.

Customer Success & At-Risk Prevention – 

50% of the time 

  • Work closely with team members on the Customer Success, Client Operations, and Professional Services teams to implement customer learning opportunities that promote utilization of OmegaFi’s products. 
  • Develop and define processes and scorecards to identify and monitor chapters that may be at risk of departing and the severity of risk. Report insight regularly to the Operations leadership team. 
  • Support the Professional Services team with ongoing training of product features and functionality. 
  • Communicate frequently with Customer Success team members serving the National level clients concerning at-risk chapters and develop plans for retention. 
  • Manage chapters at highest risk (Red Alert status) to insure appropriate follow up and develop strategies for further product adoption, best use cases and greater customer success. 
  • Field reactive opportunity assignments and focus efforts and resources to maintain a successful partnership with the chapter, moving them out of red alert status. 
  • Assist in the administration of customer satisfaction surveys, analyzing results, and implementing changes for improvement. 
  • Provide feedback to Voice of Customer program based on direct interaction with chapters and results of satisfaction surveys. 
  • Participate in training to develop communication skills and learn best practices for communicating with customers.  
  • Work with Operations team leadership to facilitate in house training with customer facing teams to share best practices related to chapter communication.  
  • Conduct occasional presentations and promote the company through personal and company appearances at conventions, leadership schools, trade shows and universities, coordinating one’s personal schedule to accommodate weekend travel, when needed.  
  • Assist with internal enhancement projects and development. 
  • Interpret and forward client requests, concerns, and ideas regarding system enhancements. 

 Chapter Retention– 50% of time 

  • Track chapter level billing contracts that are scheduled to expire and secure an annual quota of renewals 
  • Work with members of the sales team when retention efforts involve expanding or transitioning to use another OmegaFi product. 
  • Address customer complaints and maximize product utilization with the goal of increasing customer satisfaction and securing renewals for customers at-risk of cancelling their service 
  • Collaborate with Client Ops and regularly provide feedback to Operations leadership related to customer needs and resolution of product or support short-comings or gaps. 

 

Required Qualifications 

  • 1-3 years’ experience in a customer facing role – Account Management, Customer Success, Customer Support 
  • Proven track record of success managing accounts and helping customers understand how to use software to accomplish their goals
  • Ability to communicate and influence decision makers and adjust approach as needed
  • Basic sales acumen and ability to product in a quota-based environment
  • Advanced knowledge of Microsoft Office applications

 Skills  

  • Extrovert personality that enjoys meeting people, conversations, and travel. 
  • The ability to present ideas and information to a group. 
  • Strong analytical and problem-solving skills. 
  • Excellent customer service skills. 
  • Excellent organizational skills and the ability to multitask. 
  • The ability to learn and explain use of a variety of different customer products. 
  • Excellent written and oral communication skills to include persuasive writing, public speaking, and interpersonal skills. 
  • An unquestionable work ethic and the ability to accomplish established goals. 
  • A valid driver’s license. 

 Preferred 

  • Bachelor’s degree, preferably in a field related to Business. 
  • Experience in sales and retention of customer base. 
  • Knowledge of OmegaFi’s billing platform, Vault. 

The Company offers a comprehensive employee benefits program, including:

  • Medical, dental, and vision insurance options 
  • 100% Employer paid short/long term disability
  • Basic Life 
  • 401(k) option with 100% company match 
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually 
  • 9 company paid holidays
  • 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary : $30,000 - 36,000

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