Client Success Support Specialist

Civitech•Austin, TX

19h•Remote

About The Position

Civitech is a public benefit corporation dedicated to creating a fairer and more equitable democracy by building the tools and infrastructure needed to increase civic participation, empower Democratic candidates to win, and support the success of progressive causes. The Client Success Support Specialist will onboard and support clients leveraging our civic tools and data—and, as a result, join our team in working to mobilize voters and constituents to take action at every level of government. In this position, you will deliver a cohesive, responsive, and high-quality support experience for both clients and end users. Key responsibilities include managing our support portal and resolving incoming tickets from candidates, voters, clients, and other stakeholders. You will receive comprehensive training to build, configure, and maintain customized sites for our clients. Additionally, you will oversee a portfolio of accounts, managing clients from onboarding to offboarding, engaging in proactive outreach and gathering valuable user feedback to continuously improve our services. Civitech is a remote-first company hiring within our current footprint of 27 states. It is important that our team reflects the diversity of the organizations we seek to serve. We strongly encourage women, people of color, LGBTQIA+ people, and others otherwise underrepresented in the technology sector to apply.

Requirements

Customer service experience with a commitment to supporting and advocating for clients and end-users.
Comfortable working in a collaborative environment focused on proactive problem-solving and creative thinking.
Familiarity with political organizations such as campaigns, advocacy organizations, unions, etc. and election cycles.
Commitment to leveraging technology and data products to help Democratic candidates run for office and win, empower progressive causes, and increase civic participation.

Nice To Haves

Technical experience with Spreadsheets (Google Sheets, Excel) and formulas
SQL and database structures
JSON and CSS
Hubspot, Slack, and Asana
Project management experience

Responsibilities

Manage the client throughout their lifecycle, starting from the signing of contracts to the rollout of their solutions, through offboarding.
Cultivate and sustain strong client relationships tailored to their specific contract obligations and distinct requirements.
Track product utilization and conduct proactive outreach to ensure clients maximize the value and capabilities of their tools.
Provide precise and prompt resolutions to support tickets submitted by external parties, such as candidates, voters, and clients.
Oversee multi-departmental initiatives, showing strong prioritization and delegation skills to deliver exceptional service.
Maintain data accuracy in internal software tools, including HubSpot, Asana, and HelpScout.
Develop and update user-facing support documentation, including video content, help articles.
Modify and resolve issues on team-developed websites using basic programming and specialized proprietary software.
Partner actively with fellow Client Success personnel alongside colleagues in Marketing, Sales, Data, and Product.
Serve as an internal voice and advocate for our customer base and end users.