Lead - Client Engagement

About Us:

Goodera is the world's leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients—including 60+ Fortune 500 companies—with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus Venture Partners, Omidyar Network, and Ursula Burns.

Responsibilities:

• Establish clear retention goals and process milestones for the client to work towards.
• Assist customers as needed with setting up & achieving their volunteering goals.
• Experienced in promoting the value of a product and upsell services through customer experience.
• Assist in creating training materials.
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product & benefit and value.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best solution for their needs.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.

What We Are Looking For :

• Experience in the CSR sector, or non-profit/volunteering organizations
• 5-8 years of experience in customer success position strongly preferred.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Accountability and personal organization are essential.
• Experience in handling multi-stakeholder clients.
• Ability to establish and achieve milestones.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.