Client Success Manager

The Company

Wolfe, LLC, is an e-commerce company, located in Pittsburgh, PA, focused on next-generation gifting business models.

The Role

Give InKind, a Wolfe Company, is on a mission to change the way people give support. We’ve helped individuals and organizations power more than $5M in financial support and 150k acts of service over the last 6 years. In 2022, we were acquired by Wolfe.com, a leader in gift cards and rewards, and we are ready to help their enterprise customers learn all of the benefits of using Give InKind.

As the first hire in this role, you will help define our opportunities and strategy as we launch our brand new B2B offerings. You’ll listen closely to the market and our early customers, and work closely with both Inside and Outside Sales teams and Leadership to shape our product offerings and messaging.

You will be responsible for growing and supporting client engagement with Give InKind, driving adoption, utilization, and time-to-value for our brand new customer base.

You will be with our customers for the long-haul, helping them understand the role Give InKind plays in their organization. You’ll help educate, train, and inform our customers, as well as our product and sales teams, as you get to know our customers’ needs. You have a passion for deploying solutions that delight customers, reinforce brand loyalty, and can scale within a rapidly growing business.

You should be ready to roll up your sleeves, pick up the phone, meet with customers, get feedback, and evangelize!

Responsibilities:

• Understand and own the customer lifecycle to engage customers with impactful programs and communications that influence product adoption and churn
• Onboard and train new customers, developing and continually improving our processes
• Build and maintain strong relationships with multiple contacts within the assigned customer base
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Work across the customer’s business org to communicate the value of the platform solution to their team and executives
• Create business strategies to successfully achieve business goals, and consistently report on progress to goal.
• Pre-emptively spot patterns to improve the organizational usage, engagement, and adoption of Give InKind
• Identify specific industries and businesses most likely to benefit from Give InKind, both within Wolfe’s current customers and independent of our current client database.
• Stay abreast of current and emerging trends, unique opportunities and challenges within the employee benefit/social impact spaces.
• Prospect within Wolfe book of business to create new relationships within divisions, teams, subsidiaries, parent companies, etc.
• Assist with challenging client requests or issue escalations as needed
• Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs

Qualifications

• 3 years of direct work experience as a Client Success Manager, Account Manager, Engagement Manager, or relevant role within a software or SaaS organization
• Ability and willingness to travel up to 20%, as needed
• Extraordinary personal and professional empathy. We are helping support people through the most challenging times in their life, and you should be keenly aware of that significance.
• Experience managing relationships through Hubspot or other CRM.
• Motivated by developing new business opportunities while encouraging strong customer relationships.
• Shown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior-level executives
• Results-driven and resourceful. Someone who will continuously test and iterate on their approach.
• Excellent communication skills and seasoned presentation skills — with customers, leadership, and cross-functional teams of all levels.
• Industry knowledge or experience relevant to Give InKind including but not limited to Health, Support Groups, Employer Benefits, Community Engagement, and Caregivers.

Compensation & Benefits

Wolfe is committed to providing its employees with a benefits package designed to give them the flexibility they need to ensure a healthy life/work balance. Wolfe offers its employees great benefits and perks, including, but not limited to:

• Medical, Prescription, Vision, Dental, and 401k
• 15 Days of PTO to start
• 11 Paid Holiday’s
• Restricted Stock Units (RSU’s) (This is an ownership and profit sharing program. Our employees have earned over $18m through this program since 2000)
• Tuition Reimbursement
• Relocation Package
• Employee recognition program
• Charitable Donation to a Charity of YOUR Choice yearly
• Refer Friends, and if we hire them, you get awarded
• Family Picnic, Holiday Party, and other employee outings

Top 75% pay range versus other local employers

Brown bag sessions to keep you informed on the company/industry

Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor individuals for the purpose of obtaining H-1 Visas.

Salary : $5 - $18