Partner Success Operations Specialist (Part-Time)
About The Position
FreeWill's Partner Success team supports nonprofit partners with fundraising strategy and custom donor outreach. The PS Operations Team is a key function within the PS team, working closely with partner-facing roles. PS Ops is a small, dynamic team focused on producing exceptional results. The Partner Success Operations Specialist will bring a partner-focused and detail-oriented approach to time-sensitive processes. This role requires proactive, kind individuals with a passion for analytical problem-solving and customer success operations. It's an opportunity to make an impact as FreeWill grows and accelerates its work supporting nonprofits globally. This is a part-time, contract role reporting to the Partner Success Operations Lead, with a time commitment of approximately 20-25 hours per week. Candidates must be available 4-5 hours per day, Monday through Friday, between 8 am and 6 pm EST.
Requirements
- 3+ years of experience in SaaS customer success operations, including experience building and maintaining automated workflows in a CS tool
- Strategic, analytical thinker & proactive problem solver, with keen attention to detail
- Ability to learn new tools quickly and independently
- Superior written and verbal communication skills
- Intellectual curiosity that drives a willingness to learn and take on new challenges
- Comfortable moving quickly in a fast-paced environment
Nice To Haves
- Experience using Churn Zero, ClickUp, AirOps, Salesforce, or Looker
- Experience managing APIs and data integrations
- Experience managing new customer onboarding processes
- Familiarity with the nonprofit space
Responsibilities
- Manage Partner Success processes to ensure timely and accurate execution of time-sensitive workflows critical to daily team operations (handoff, upsell, downsell, logo churn, new product configuration, onboarding forms). Proactively identify process improvements.
- Execute on product configuration updates requested by partners, proactively monitor for configuration errors, and help resolve urgent partner issues that occasionally arise.
- Respond to internal support requests from the Partner Success team.
- Build workflow automations in Churn Zero, participate in ongoing iteration and management of existing workflows, troubleshoot Churn Zero issues for the team.
- Support project management to ensure timely and accurate product delivery for our largest partners.
- Develop and maintain process documentation, troubleshooting resources, and training materials.
- Act with FreeWill’s values of focus, joy, kindness, and courage.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
