External Coordinator, Client Success, Imagine Canada External Coordinator, Client Success, Imagine Canada Position: Full Time Salary: $55,700 - $66,800 | $61,300-$73,500 (English/French bilingual) Published: August 23, 2024 Closing: September 2, 2024 About Imagine Canada Imagine Canada is a national, bilingual charitable organization whose cause is Canada’s charities and nonprofits. Through our advocacy efforts, research and social enterprises, we help strengthen charities, nonprofits and social entrepreneurs so they can, in turn, support the communities they serve. Our vision is of a strong Canada where charities work together alongside business and government to build resilient and vibrant communities. Established in 2007, our team of over 35 full-time staff works remotely from communities across Canada. About the Opportunity Join Imagine Canada’s Grant Connect team as a Coordinator, Client Success, where you’ll be instrumental in providing frontline support and enabling seamless administrative processes for our fundraising research platform, Grant Connect. This role is perfect for someone who is passionate about supporting Canadian charities and nonprofits in accessing vital funding through strategic grant prospecting and research. The Coordinator, Client Success will be at the forefront of our mission to empower charities and nonprofits to secure the funding they need to make a meaningful impact in their communities. This is an exciting opportunity for an early-career professional to work on a purpose-driven digital product in the nonprofit and technology sectors. Our goals are not only to increase adoption of Grant Connect and ensure subscriber success, but also to empower organizations across the charitable and nonprofit sector to find funding for the crucial work they do in their communities and around the world. Reporting to the Manager, Social Enterprise & Membership Development, with guidance from the Senior Coordinator, Client Success & Corporate Citizenship, you will be the first point of contact for customer inquiries across email, chat, and phone, providing timely and accurate responses and assisting with technical troubleshooting, platform navigation, and product-related queries. You will collaborate with the internal team to escalate and resolve complex issues promptly. Additionally, you will maintain efficient administrative processes, including meticulous record-keeping of customer interactions, inquiries, feedback, and resolutions using our customer relationship management (CRM) system, contributing to report generation and data analysis for identifying trends and areas for improvement in our support processes. In this role, you will also focus on enhancing customer success using Grant Connect through training initiatives, including webinars and creating client success content. You will develop and deliver engaging training webinars to help customers effectively use Grant Connect and address common questions. By creating comprehensive help centre resources, you will empower customers to find solutions independently, reducing the volume of support inquiries and improving overall customer satisfaction. Responsibilities Frontline support and account management (50%) Serve as the first point of contact for client/subscriber inquiries, providing timely and accurate responses via various communication channels (e.g., email, chat, phone). Assist subscribers with hurdles large and small, and collaborate with other members of the Grant Connect team to resolve complex issues. Manage ongoing relationships with Grant Connect subscribers, addressing subscriptions at risk of lapsing. Assist customers with troubleshooting technical issues, navigating Grant Connect, and resolving any product-related queries. Collaborate with Imagine Canada’s frontline team on testing and implementing new solutions. Administrative Processes (20%) Maintain detailed records of customer interactions, including inquiries, feedback, and resolutions, using our CRM system. Coordinate with the Senior Coordinator, Client Success to ensure accurate documentation of customer profiles, preferences, and support history. Assist in generating reports and analyzing data to identify trends, patterns, and areas for improvement in our support processes. Recommend potential solutions for recurring subscriber issues. Subscriber Engagement (20%) Support the implementation of customer success initiatives, such as onboarding programs and product training sessions. Organize and lead Grant Connect subscriber training sessions. Support ongoing research on client success best practices and trends, especially in the software as a service (SaaS) industry. Proactively reach out to customers to gather feedback, address concerns, and nurture positive relationships. Evaluate participation in/impact of subscriber success initiatives. Other (10%) Assist in the planning, implementation, and execution of event operations and reporting. Increase the profile of Imagine Canada by participating in industry events and hosting online presentations. Participate in company committees, retreats, and other cross-functional initiatives that contribute to the overall success of Imagine Canada. You’ll thrive in this role if you are… A systematic problem-solver: You have an uncanny ability to elicit or anticipate the needs of others and identify possible solutions within established organizational frameworks and processes, while also knowing when and how to advocate for smarter ways of working. A dynamic learner: You’re always game for opportunities to develop new knowledge and skills, see challenges and mistakes as valuable opportunities for growth, and have a resilient and optimistic mindset that is fueled by opportunities to improve the status quo. A champion of detail and organization: You’re a self-starter who naturally excels at managing multiple concurrent priorities where attention to detail and timeliness are of the utmost importance. A communication pro: You have strong written and verbal communication skills, can quickly establish rapport with diverse stakeholders, and are energized by the challenges of understanding and addressing the varying needs of other people. A values-driven team player: You enjoy working both independently and collaboratively, are passionate about contributing to a healthy work environment, and feel aligned with Imagine Canada’s mission, Staff Values, and commitments to anti-racism and anti-oppression. Minimum qualifications Post-secondary training in a related field, in addition to 2-3 years experience in customer support/success, sales, fundraising, nonprofit operations, and/or marketing. Particular priority will be given to candidates with fundraising or nonprofit operations experience. Previous experience in client-facing roles. Excellent verbal, written, and visual communication skills with the ability to clearly convey information and ideas to diverse stakeholder groups. Strong attention to detail and time management skills with the ability to progress multiple projects simultaneously. Proficiency in using, learning, and experimenting with new technologies and desire to grow both technical and functional skill sets. Understanding of the environment in which Canadian charities and nonprofits operate and appreciation of the diversity of Canada’s charitable and nonprofit sector. Ability to work autonomously and as a member of a team in a fast-paced, professional environment. Ability to quickly build rapport and high-trust relationships with customers, and represent Imagine Canada in a warm, friendly, and enthusiastic manner. Experience using Salesforce, Google Drive, and knowledge of Grant Connect and other commonly used fundraising tools desirable. Don’t tick all the boxes? We’re more interested in your passion, commitment, and ability to learn and grow – get in touch, we encourage you to apply. We particularly welcome applications from those who identify as Black, Indigenous, racialized, living with a disability, members of the 2SLGBTQIA+ community, and others from equity-seeking groups, and are likewise committed to continuing our work to foster the conditions for individuals with diverse lived experiences to feel safe, valued and empowered to make a lasting impact in their role. What We Offer Participate in our four-day work week pilot program. A fully remote work environment with flexible hours and approach to work.* Be part of a growing national organization in a supportive environment with a dedicated group of staff and volunteers. Competitive compensation and benefits package, including professional development and work-from-home budget. Opportunity to learn and apply leading practices and emerging trends in the charitable sector Leadership is forward-thinking, entrepreneurial, and supportive, operating in an environment of integrity and collective commitment to achieving long-term goals *Remote work is the norm for staff, but in-person attendance at regular staff retreats (and other meetings depending on the role) is required. Imagine Canada offers meaningful opportunities to make an impact in Canadian communities. We are currently implementing an anti-racism and anti-oppression roadmap that embeds equity into our processes, human resources, programs and services. We are committed to fostering a culture that exemplifies our staff values of Accountability, Care, Courage, Drive, Inclusivity, and Teamwork. Terms & Conditions Terms of Employment: This is a full-time, permanent position. Annual Salary Range: In addition to health/dental benefits including a Health Spending Account and a Group Retirement Savings Plan (RSP), the 2024 starting salary for this position is $55,700, with an automatic salary increase every year towards a target salary of $66,800, which the incumbent is expected to reach after three years in the role. The salary range for English/French bilingual candidates is $61,300-$73,500. Location: Anywhere in Canada with a reliable internet connection. This position will be required to travel occasionally to in-person meetings, conferences, and in-person staff gatherings. Work hours: Imagine Canada is currently piloting a 4-day work week, Monday-Thursday, for a total of 28 working hours/week. This pilot is running until December 31, 2024 with the possibility of extension. If the pilot is not extended, working hours will be 35 hours per week. Flexible working hours to accommodate personal and family commitments. This position will be required to work non-traditional hours occasionally to respond to issues emerging in the external operating environment. Application deadline: 11:59 pm Eastern Time on Monday, September 2, 2024. Steps to Apply In lieu of a cover letter, the application process for this position requires a short expression of specific interest. We recommend reviewing the application form before you begin curating your application materials. Applicants are invited to complete our short online form. We expect to invite 8-10 qualified candidates to a short introductory video call (30 minutes). We expect to invite 4-5 shortlisted candidates to attend a full, video interview (60 minutes) and to complete a behavioural assessment to better understand and discuss your working style (10 minutes to complete). Interview questions and a copy of your assessment results will be provided in advance of the call. We expect to invite the final round of candidates to a short meeting with our CEO and members of the hiring committee. We are committed to becoming a barrier-free organization. If you require support at any stage of the hiring process, including disability accommodation, please contact us at info@imaginecanada.ca or 1-800-263-1178. Available supports include flexibility in scheduling interviews, using your preferred telecommunications software and formats (e.g., Zoom with closed captioning, video application instead of a resume), and additional time for answering verbal or written assessments. We believe that hiring is a matter of mutual fit so we will ensure applicants have sufficient time at every stage of the process to ask questions about the role and our organization. We respect the time and effort required to participate in the hiring process. We will ensure that all applicants receive timely updates regarding the status of their candidacy. In recognition of the additional effort of preparing for interviews, Imagine Canada will financially compensate interviewees that advance beyond the screening call at a fixed rate of $100 per candidate.