Join The MemoryFox Team

Job Title: Customer Success Specialist

Location: Remote
Position Type: Full-time
Position Posted Date: 06 Dec 2024
Submission Due Date: 20 Dec 2024

About MemoryFox:

MemoryFox helps nonprofits harness the power of storytelling to drive their missions forward. We believe in the transformative power of authentic stories, and we partner with nonprofits to collect, organize, and share impactful content. Join our fast-growing startup and make a meaningful impact on the nonprofit sector!

Position Overview:

We are seeking a dynamic and dedicated Customer Success Specialist who thrives in a high-volume, customer-focused environment. This individual will work closely with nonprofits, helping them utilize MemoryFox to craft compelling storytelling campaigns. The ideal candidate is creative, personable, and passionate about supporting nonprofits in achieving their goals. Your key north star KPIs will center on the activation and retention of MemoryFox customers.

Key Responsibilities:

Customer Engagement & Success:

Onboard new customers to ensure smooth implementation and adoption of MemoryFox.
Conduct regular customer check-in calls to provide guidance, address concerns, and foster relationships.
Coach customers in storytelling best practices, campaign planning, and platform usage.
Proactively steward inactive customers to reignite engagement.
Offer creative and personalized solutions to customer challenges.

Campaign & Content Support:

Collaborate with customers to plan and build storytelling campaigns.
Assist with post-production design and storytelling projects to enhance campaign impact.
Identify and formulate customer success stories for marketing and internal knowledge sharing.

Resource & Knowledge Sharing:

Create and manage customer accounts, ensuring accurate and organized data in the CRM (Hubspot preferred).
Distribute relevant resources and references to customers, tailored to their specific needs.
Craft and maintain knowledge base articles for common questions and use cases.

Continuous Improvement:

Analyze customer patterns and trends to identify opportunities for improved engagement and success.
Adapt to shifting priorities and contribute to the evolution of MemoryFox’s processes and offerings.

Qualifications:

Experience:

Prefer proven success in a high-volume customer/donor environment.
Nonprofit experience, especially in fundraising, storytelling, or operations, is highly desirable.
Proficiency in organizing and managing customer data in a CRM (Hubspot experience preferred).
Proficiency in media design & editing tools (Canva preferred).

Skills & Attributes:

Strong ability to coach customers, ask nuanced questions, and offer creative solutions.
Adaptable and comfortable in a fast-paced startup environment with shifting priorities.
Exceptional communication skills—clear, concise, and frequent.
Personable and empathetic, with a positive and inquisitive approach to customer interactions.
Detail-oriented and highly organized, and can manage multiple tasks and priorities simultaneously
Ability to answer, triage & report basic customer technical issues.

Why Join MemoryFox?

Work with a mission-driven team passionate about helping nonprofits make a difference.
Be part of a growing startup where your ideas and contributions will shape the future of our company.
Enjoy a collaborative and flexible remote work environment.
Own your work – stock options available.

How to Apply:

If you’re passionate about storytelling, thrive in a customer-focused role, and want to make an impact in the nonprofit sector, we’d love to hear from you! Please submit your resume with a cover letter to cx@memoryfox.net with the subject line “Application: Customer Success Specialist”.

Note: MemoryFox is an equal opportunity employer and values diversity in our team.