Commercial Account Manager I

Summary

Join GoFundMe's Pro team as a Commercial Account Manager to support nonprofit clients. This entry-level role focuses on delivering value through day-to-day account support, issue tracking, and customer engagement. You will assist with onboarding, guide customers through platform features, monitor account activity, resolve customer issues, and meet customer retention metrics. Building rapport with clients and escalating complex issues is also crucial. Collaboration with internal teams and continuous learning are key aspects of the position. The role requires strong communication, organizational skills, and a solution-oriented mindset.

Requirements

• 2+ years of experience in customer support or success
• Ability to multitask & juggle multiple responsibilities
• Strong communication & interpersonal skills with the ability to navigate challenging conversations
• Great organizational skills & attention to detail
• Solution-oriented mindset with a focus on customer success and satisfaction
• Ability to take action when potential risks or opportunities are identified

Responsibilities

• Assist with onboarding tasks to help customers start using the platform effectively
• Guide customers through basic platform features to encourage early adoption
• Monitor account activity to flag potential issues or disengagement
• Prepare and execute action steps to resolve customer issues
• Meet customer retention metrics by addressing customer concerns and executing a mutually agreed-upon renewal proposal
• Build rapport with key contacts through check-ins and strategic outreach
• Respond to customer questions with professionalism and empathy
• Escalate complex concerns or dissatisfaction to your manager as needed
• Help maintain positive customer sentiment by listening carefully and following through
• Partner with senior AMs and internal teams (CX, Support, Product) to resolve customer needs and unique situations
• Collaborate with the scaled CX team to share insights and coordinate engagement efforts
• Continuously learn about the platform, customer use cases, and fundraising best practices
• Participate in training and knowledge-sharing sessions to build product and industry expertise

Preferred Qualifications

• Proven track record of receiving positive customer feedback
• Proficiency with common customer success and customer relationship management software, specifically Salesforce
• Objection handling and negotiation skills
• Familiarity with our platform, its features, and the competitive landscape

Benefits

• Make an Impact : Be part of a mission-driven organization making a positive difference in millions of lives every year
• Innovative Environment : Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere
• Collaborative Team : Join a fun and collaborative team that works hard and celebrates success together
• Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
• Growth Opportunities : Participate in learning, development, and recognition programs to help you thrive and grow
• Commitment to DEI : Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
• Community Engagement : Make a difference through our volunteering and Gives Back programs