Client Service & Support Manager

About FrontStream Asia Pacific

FrontStream Asia Pacific, based in Melbourne, is the Australian/New Zealand office of FrontStream (www.frontstream.com.au), a rapidly growing global company and a leading provider of online fundraising solutions for the non-profit sector. We are fanatical about our clients, and our mission is to deliver a comprehensive and open online platform that continually evolves to meet their needs.

The Role

This role is best suited to a candidate who is hard working, technical, organised, and energetic, and a natural problem solver. Just as important, we are looking for a relationship builder who is good with people and fired up to help and support our clients (non-profits and charities serving important causes).

Experience working in digital production and/or an understanding of the fundraising and charity sector would enhance your application. In this role, you will be given a large portfolio of clients, each one unique, with their own business challenges.

In this role you will:

• Create authentic and genuine relationships with key decision makers for each one of your accounts. It’s expected that you will provide your clients with a high level of value and service.
• You’re going to need to know our fundraising platform inside and out. We obviously don’t expect you to be an expert right out of the gate, but you need to be the type of person that loves the idea of complete mastery and will do whatever is needed to get to this level.
• You’re going to be educating and teaching best practice to your clients. You’re going to be expected to show and encourage your clients the value and importance of using our platform and explaining ways in which they can improve.
• Communicating with your clients will be critical, in person, by email, and over the phone. They always need to be top of mind and feel that you’re looking after them.
• Represent the company with personable and helpful customer service. Building one-to-one relationships with our client contacts.
• You will help set up donation pages and peer-to-peer events using our fundraising platform with (and for) our clients.
• You will be the first point of contact for our clients when support is required.
• Lead day-to-day business operations with each one of your clients. You need to be working closely with each client so they’re using our fundraising platform to its full potential.
• You will be expected to provide post-event reports and advice to your clients. The core purpose is to help your clients fundraise as much money as possible using our platform.
• Develop an understanding of the non-profit and fundraising sector as it relates to our clients’ needs.
• Inter-state travel to visit clients will be required occasionally.
• Conference attendance will also be required infrequently.

The ideal candidate will have:

• High energy levels, enthusiastic, good interpersonal skills, and must be able to demonstrate a successful history working within a team environment.
• Superior customer service skills and you need to have been in job(s) where the client was the key focus
• High level organizational skills and be reliable, able to multi-task and work independently following job briefing, with accuracy and attention to detail.
• A good understanding, and hands on experience working with front end technologies like HTML, XML, CSS and JS libraries is preferred. Some experience or knowledge of JIRA. • An ability to effectively manage workflows
• A proven track record of developing strong client relationships
• Ability to communicate technical details to a non-technical audience.
• Experience in setting and communicating expectations to clients; possesses skill in mediating and resolving problems, and managing the progress of open cases.
• Ability to prioritise and stay focused. You’re going to be managing a lot of accounts. It will be pretty fast paced.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Experience with MS Office products, particularly Excel, but also PowerPoint and Word.
• Knowledge of the non-profit community a bonus.