Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Sr. RevOps Specialist (Customer Success Operations)

Compensation: On-Target Earnings $95,000/year: $85,000 base salary + $10,000 variable compensation

Benefits: Health, dental, vision, Summr and Wintr breaks, Paid vacation + Unlimited sick time

Your Work:

Feathr has recently embarked on a significant evolution of our customer experience, one that aims to deliver the best of proactive 1:1 relationships while also employing some principles of "scaled" Customer Success (1:few, 1:many, automations, and pooled approaches), as we also continue to shift away from a high-touch "managed services" model to a more “self-serve” product experience. We currently have ~1,200 customers and most customers fall in the ACV range of $5,000-$15,000.

Confident adoption of our Customer Success Platform (CSP), Planhat, is critical to Feathr’s customer experience evolution. This role will be the secondary technical admin for Planhat, and will take the lead for all internal Planhat user enablement and support. Besides training and troubleshooting, you will be asked to collect needs, scope projects, and complete the build-out of fields, reports, templates, and automations of moderate complexity within Planhat. This role will also ensure data is syncing correctly between Planhat and Salesforce (account data, product usage data, etc), and make minor updates to the Salesforce-Planhat integration and data mapping as necessary.

This role will also assist the Customer Success and Services leadership in capacity planning, account assignments, and compensation plan management for their teams, as well as reporting, analysis, and ongoing process improvement for their teams (including the implementation of AI capabilities).

This role will live within the RevOps team. Key stakeholders will be the VP of Customer Experience, Sr. Director of Campaign Management Services, Director of Customer Education, and their Team Managers and Team Leads.

Your Experience

• 2+ years of experience at a tech company with 25-500 employees in a mix of RevOps / Sales Ops / Customer Success Ops roles supporting customer-facing teams and/or in Team Lead or Manager roles of customer-facing teams

• 2+ years of experience in roles in which you either were an admin of a CSP (Planhat, Gainsight, etc) or a CRM (Salesforce, HubSpot, etc), or if not an admin then you were heavily involved in the configuration, implementation, and usage of a CSP or CRM

• Proficiency with other common software tools used by B2B customer-facing teams (e.g. Zendesk, Gong, Google Workspace, Asana or their equivalents)

• Proficiency using Excel and/or Google Sheets for simple data analysis

Your Qualities

• Positive attitude and alignment with Feathr’s PACTS (see below)

• Self-sufficient problem-solver; able to manage mid-size projects independently, takes the proactive initiative to make things better for teammates and customers

• Skilled at cross-departmental collaboration, stakeholder communication, and relationship-building

• Growth mindset and receptive to feedback

• Systems thinker, data-driven, detail-oriented

Your Day

• The following are meant as representative examples, not an exhaustive list:

• In our shared Planhat Help channel, answer questions from CSMs that get escalated to RevOps, such as “I’m trying to accomplish X, I’ve tried Y but it didn’t work as expected; is this a bug or user error?” or “I have a report that shows A and B, but I need to see my book of business sliced by C; can you build that or show me how?”

• Create new Workflows within Planhat, such as a Sequences for emailing our customers with low Health Scores or Projects for streamlining task management for our Onboarding

• Audit the Account Management team’s current processes within Planhat; make suggestions for streamlining their user experience such as simplifying eliminating duplicative fields, automating repetitive tasks, or improving the layout of information in the UI

• One Campaign Strategist just got a promotion to Team Manager, and another is about to go on parental leave for three months; in collaboration with the Director of Campaign Management Services, determine the account reassignment/coverage plan for their portfolio of customers and managed service projects in a manner that minimizes disruption of the customer experience.

Compensation:

Base salary for this position is $85,000 depending on experience and credentials with an additional bonus potential of $10,000 per year (paid semi-annually).

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated team.

Location

This position is remote for candidates located within the United States. To support collaboration, we operate on Eastern/Central U.S. business hours; candidates in those time zones are preferred.

There is also an option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 20-30 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.

• Hiring Manager Interview - 45 minute virtual interview with a RevOps Manager to learn about your skills, experience, and competencies as it relates to the requirements of the role. This is also an opportunity to learn more about the role, performance expectations, and team culture.

• Work Assignment (Asynchronous) - Candidates will be asked to make a short presentation about a previous relevant work experience, and record themselves walking through that presentation. The completion of the assignment should not take more than two hours.

• Panel Interview - 60 minute virtual interview. Our Panel Interview is an opportunity for you to meet with multiple team members at once. Each panelist brings a unique perspective and expertise to the conversation. This may also include follow-up questions related to the Work Assignment.

• Reference Check - Candidate's being considered for this role will be asked to provide three professional references.

• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate.

  This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

Interviewing at Feathr

We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• Full vision and dental, 99% health insurance

• Flexible Work Schedule

• Unlimited sick time for when you need to take care of your physical or mental health

• Vacation Time

• Extended Summr + Wintr Breaks

• Parental Leave

• Wellness Reimbursement Credit

• Home Office Stipend

• Professional Development Budget

• Team hangouts and events

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Progress Over Perfection

• Ambition: When Feathr wins, We all win

• Candor: Better communication, Better results

• Trust: Assume the best, Share openly

• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.