Candid is seeking a motivated and savvy team player, with experience in operations and stakeholder support. The ideal candidate is passionate about operations, detail oriented and understands the importance of providing a positive customer experience.
POSITION: Program Operations/Network Engagement Specialist
REPORTING TO: Senior Manager of Network Engagement
LOCATION: Flexible, with preference given to candidates located in New York, NY, Atlanta, GA, Washington D.C., Cleveland, OH, or Williamsburg, VA
Candid has an unparalleled network of 500+ partner organizations that make the world a better place by providing nonprofits with access to our tools and resources, contributing to an in-network community of practice to fuel impact. Our 2030 vision calls for a scaling of Candid’s two formal network programs: the Funding Information Network and Community Foundation Insights. The Network Engagement specialist is part of a dedicated team that ensures smooth operations and program delivery to these two network programs, as well as for Candid’s capacity building trainings.
The specialist should be passionate about delivering an exceptional partner experience so that all partners receive the maximum value out of their engagement with Candid.
Respond to partner inquires (email, phone, Salesforce communities’ sites, and Salesforce customer queues) and offer exceptional, timely, and proactive guidance
Manage relevant touchpoints and customer relationships with partners from a variety of organizations.
Listen intently and genuinely; interpret needs beyond the partners’ immediate request; obtain feedback on network, program, or product improvements.
Report system and performance issues in a clear and efficient manner and provide impacted partners with appropriate updates; escalate issues to colleagues with Customer Success, Engineering, and IT teams as needed.
Identify and communicate trends in customer satisfaction or dissatisfaction.
Provide technical support
Provides technical support with a variety of product and account issues (such as: troubleshooting IP access and credential/login issues across multiple platforms).
Troubleshoot any technical issues reported by partners and escalate as needed.
Explain or deliver technical solutions to partners of a non-technical background.
Manage all aspects of administrative lifecycle of account management
Monitor partner renewals, update account and contact records, track invoices and, and log engagement activities to ensure information accuracy and reporting integrity.
Support in the design and implementation of tracking and reporting systems within Salesforce CRM and Tableau.
Support Network Engagement operationsHelp develop and implement systems and processes used by the Network Engagement team.
Uses experience and expertise in making recommendations that will improve department efficiency and effectiveness.
Serves as liaison with designated teams across Candid.
Maintain websites and assist with content updates such as creating FAQs and/or Help Articles.
Participate in and support departmental initiatives with an “all-hands-on-deck” spirit as needed.
Strong representative of Candid’s core values: we’re driven, direct, accessible, curious, and inclusive.
Proven commitment to excellent customer service, user experience, and audience development.
A high aptitude for utilizing current technology to achieve goals; broad base of experience with customer support platforms and comfortable with learning and exploring new applications and technology solutions.
Demonstrated ability to work well with diverse constituencies and an ability to build strong relationships.
Ability to work in a fast-paced environment and organize work according to department and organizational priorities; self-starter and proactive problem-solver.
Comfort with using online forums such as chat, social networks, and blogs to effectively communicate with external audiences.
Flexibility to manage change effectively.
Sensitivity and respect for racial, gender, sexual orientation, and cultural differences.
Willingness to perform other duties and special projects as needed/requested.
Comfort reporting to a supervisor located in another office and collaborating with a distributed team.
2+ years of experience in providing direct customer service/success.
Proficiency with the following systems: Salesforce CRM, Marketing Cloud, and Communities, Microsoft 365, JIRA, Zoom, and Tableau.
Excellent written and verbal communication skills; comfortable communicating in-person, as well as through video conferencing, phone, and email.
Knowledge of the nonprofit/social sector and some work experience in the sector preferred.
Experience collaborating cross-functionally (e.g. with product, help desk and/or accounting teams).
College degree strongly preferred; equivalent experience will also be considered.
See the world. Make it better.
Every year, millions of nonprofits spend trillions of dollars around the world. Candid finds out where that money comes from, where it goes, and why it matters. Through research, collaboration, and training, we connect people who want to change the world to the resources they need to do it. Our data tools on nonprofits, foundations, and grants are the most comprehensive in the world.
Candid’s vision is an ambitious one. But we know that when we make investments in our talent, it translates to more access and better knowledge for those working for social good around the world.
On February 1, 2019, Foundation Center and GuideStar joined forces to become Candid, a 501(c)(3) nonprofit organization.
HOW TO APPLY
Please email your resume and cover letter to: [email protected]
Please put the title of the position you are applying for in the subject line. Your application will only be considered if all instructions above are met.
We offer a competitive salary and excellent benefits. Due to the high volume of applicants we typically receive, we regret that we can only contact candidates that we would like to interview.
Candid is an EO/AA/VET/DISABLED Employer.
We are committed to diversity, equity, and inclusion and especially encourage members of underrepresented communities to apply.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
To apply for this job email your details to firstname.lastname@example.org