Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.  

We recently announced the exciting news of Pushpay and Church Community Builder merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay’s core strategy of providing innovative, market-leading solutions for customers.

Job Summary:

The Implementation Specialist will manage the onboarding of our customers by successfully implementing the ChurchStaq product suite. The ideal individual provides distinctive post-sale service that makes Pushpay the market leader and preferred choice in the non-profit space. This individual possesses a passion for customer satisfaction, obsession for accuracy, a blend of technical and customer-centric skills, a drive for excellence, can effectively navigate objections, and has what it takes to deliver results.

Supervisory Responsibilities:

• none

Duties/Responsibilities:

• Deliver speed to value for ChurchStaq customers within the first weeks/months of the customer’s contract that results in product adoption and long-term contract renewals 

• Project manage the onboarding and implementation of new ChurchStaq customers, manage a pipeline, and meet or exceed KPI’s.
• Become an expert in the ChMS, Mobile Application, and Donor Management product suites, and set appropriate expectations with the customer
• Deliver results, provide high quality customer interactions, drive product adoption,  effectively manage multiple/simultaneous implementations, and deliver multiple/simultaneous implementations
• Coordinate with Product, Service Delivery, and Customer Success teams to execute on implementation goals
• Build and effectively execute account plans and strategies unique to each account
• Regularly review assigned accounts to highlight key results, analyze metrics, demonstrate value, and emphasize the ROI, as well as, recommend process/procedure changes to better utilize Pushpay services
• Help develop existing customer relationships with the company; in-line with the company service process and ensure maximum customer retention is achieved
• Maintain knowledge of market conditions and competitive activities
• Achieve monthly, quarterly, and annual goals and provide accurate, timely reports and forecasts as needed for management
• Receive direction from the CCO, Director of Implementation, and guidance from Customer Success Team Leads

Education and Experience:

• BA/BS Degree
• 3+ years of working in SaaS onboarding and implementation, or as a Customer Success Manager

Required Skills/Abilities: 

• Previous experience and deep knowledge of the Pushpay product suite including mobile application, donor management (Pushpay), and ChMS (Church Community Builder) preferred
• Excellent communication and project management abilities; knowledge of SmartSheet is a plus
• Ability to identify, critique, suggest, and implement intelligent changes to the clients and business optimization processes 
• A working knowledge of and demonstrated experience in navigating individuals through impending change using change management strategies; knowledge of the ADKAR model is a plus
• Ability to demonstrate ongoing growth and resilience demonstrated by a humble desire to understand and implement feedback
• Strong problem resolution skills - proven ability to engage and interact with internal teams to resolve client issues
• Desire to work in a startup environment, with proactive mindset and minimum need for supervision demonstrated by the ability to adjust, pivot, and ultimately thrive even in the midst of ambiguity
• Experience with CRM software (e.g. Salesforce)
• Ability to prioritize and manage workload to meet deadlines demonstrated by strong organizational skills and a strong work ethic
• Ability to manage multiple, concurrent client relationships
• Ability to anticipate change and adjust priorities accordingly
• Understanding of faith-based organizations including culture, processes, priorities and key drivers for success for our customers
• Understanding of industry culture, products, and services
• Excellent eye for detail – ability to create accurate and high quality pieces of work
• Bilingual in Spanish; ability to translate verbal and written communication, and speak to customers in Spanish

Physical Requirements: 

• The physical demands described here are representative of those which must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting