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

Job Summary:

As a Self-Serve Implementation Specialist, you will be responsible to ensure each new customer is provided the tools and education to fully adopt the donor management/church management software tools. In this role, you will manage content and delivery cadences to encourage the highest product adoption during the first 90 days of contract. As part of our customer success focused, results driven organization you will stay current with best-in-class implementation practices, monitor customer results, and continually optimize the program. 

Duties/Responsibilities:

• Provide customers with a self-serve implementation program that delivers defined product adoption within first 90 days of contract
• Deliver success metrics/KPIs for the Self-Serve Implementation service 
• Identify key actions necessary to remediate key problems/issues, and take necessary steps to improve program portfolio or performance 
• Identify and define future work projects for service enhancements 
• Ensure customers experience flawless automated software setup 
• Coordinate with other Customer Success teams to ensure smooth transition for customers after Implementation complete 
• Customer feedback indicates high level of customer satisfaction in the Self-Serve Implementation program 
• Contribute to higher renewal rates by delivering Speed to Value for self-serve customer segment 
• Update Implementation program content to reflect new/updated software features, as releases occur
• Maintain competency and troubleshooting ability with CRM, survey tool, LMS, and any other defined tools for the service 
• Be a part of Customer Success team events
• Achieve Customer Success roadmap by defining success criteria and outcomes for specific projects 

Required Skills/Abilities: 

• Sets high stretch standards of performance for self and others. Low tolerance for mediocrity. High sense of responsibility. Monitors client satisfaction (internal and external). Seeks simplicity. Sets fair stretch goals for self and others. Encourages individual initiative. Plans, organizes, schedules and budgets in an efficient, organized manner. Focuses on key priorities.  
• Passionately finds ways over, around, or through barriers to success. Achieves results despite lack of resources. Goes beyond the call of duty. Shows bias for action. A result- oriented “doer”. Reputation for not giving up. 
• Reaches out to peers. Approachable. Leads peers to do what is best for the company. Constantly benchmarks best practices & expects others to do the same. Leaves a current role better than when started. Achieves cohesive, effective team spirit with others. Treats others fairly and respectfully. Shares credit. Exhibits dynamism, excitement, and a positive attitude. Encourages others to do the same, discourages cynicism.
• Communicates well one on one, in small groups and public speaking. Fluent, quick on feet, command of language. Keeps people informed. Puts people at ease. Shows Emotional Intelligence. Warm, sensitive, compassionate. Not arrogant. Friendly, sense of humor, genuine. 
• Recognizes own strengths & weaknesses. Not defensive. Does not rationalize mistakes or blame others. Uses feedback mechanisms. 

Education and Experience:

• 5+ years of client facing experience in a Customer Success capacity
• Bachelor’s degree in Business or related field, or equivalent work experience required 
• Experience creating or managing a tech-touch customer program with demonstrated successes
• Proficient in computer desktop applications (MS Office, Apple iWork, browsers) 
• Demonstration of professional presentation skills to company executives 
• Experience helping non-technical audiences understand technical projects or topics
• Prior experience with Pushpay or Church Community Builder software, preferred 
• Project Management skills and ability to develop business cases for new services, a plus 
• 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.

Pushpay provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Pushpay complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.