Job Description

As the Manager of Client Support, you will help grow and nurture our technical support function. The person who steps into this role will leverage customer-facing experiences and be responsible for researching and implementing solutions to prevent or mitigate client issues through proactive support and monitoring. Partnering with other teams like Sales, CX, Product and Development to provide our clients with the highest level of support and subject matter expertise.

What you’ll do:

• Help build the support function through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.
• Provide efficient and timely tier 1 and tier 2 support for all raisin® users.
• Be an advocate for raisin® users and champion their needs internally.
• Analyze data for ways to prevent future tickets/issues and review user feedback to build quality support programs.
• Foster a culture of collaboration, high performance and continuous learning.
• Serve as an escalation point for client and team issues, resolving with other internal teams as necessary.

Qualifications

What you’ll bring:

• Adaptability and flexibility in a fast-paced and evolving landscape.
• Proven ability to lead, motivate and develop high-performing teams.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly and concisely.
• Strong interpersonal skills, including active listening, empathy, and relationship-building capabilities.
• Proactive mindset with strong analytical and problem-solving skills to help clients get the best results for their charities.

See more jobs at A.K.A New Media

Apply for this job

Job Description

The Opportunity:  A.K.A. New Media Inc. (AKA), has an immediate requirement for an experienced, focused, organized, and energetic Digital Account Coordinatorto join our team to provide account and project management support. Hybrid remote/office schedule possible.

If you have a passion for building relationships, have a go-getter personality with strong communication skills, strong project management capabilities, who excels at finding win-win situations, are inspired by the thought of providing companies and not-for-profit organizations with the best online solutions possible, and want to be part of a dynamic and emerging company, read on and apply! 

The Role:

• Account Coordination – Support project discovery & reflection, capturing meeting minutes, content and asset gathering; Setting, and managing client expectations, update management; Seeking new opportunities with existing clients, keeping detailed and accurate client accounts.
• Client Relations - Proactively maintaining and deepening ongoing client relationships 
• Project Management - Managing and tracking the status of project plans, scope and budgets; Managing budget control reports/project tracking reports; Supporting and managing project team members, managing quality of projects, etc.
• Client Strategy Development - Participating in the research and discovery phases of projects; Developing reflection documents and writing creative briefs
• Client Training - Training clients on the use of Content Management Systems and other web related best-practices.
• Communications - Supporting the creation of content for e-Newsletters, corporate website and industry publications
• General Marketing Support - Gathering client testimonials, success metrics, support writing/editing/contributing to AKA's marketing efforts, etc.
• Business Development - Support A.K.A.'s business development efforts
• Other duties as assigned 

Qualifications

Qualifications

• 1+ years of digital account and project management experience (agency experience is preferred)
• Proven time and priority management skills; Able to manage tasks efficiently and to multi-task
• Ability to manage client expectations, requests, and challenges calmly, effectively, and professionally
• Ability to seek new opportunities for clients
• Strong written and verbal communication skills 
• Well-versed and passionate about technology and communications, with emphasis on Internet-based technology and we development (i.e. Social media, web design, etc.)
• Outgoing, energetic, with strong interpersonal, team and customer service skills 
• Post-secondary degree or diploma is preferred - preferably in the fields of Business, Marketing, Communications, or Technology
• Strong experience with Microsoft Office Tools
• Quick learner with the ability to adapt to evolving needs quickly, and willing to self-teach as required (i.e., Using online help guides, etc.) 
• Some knowledge of website maintenance (whether for clients or personal)

Nice to Haves: 

• Knowledge of related software (Sketch, Photoshop, InDesign, etc.) and basic web code (HTML, CSS), but these are not requirements
• Experience with project management tools is an asset (e.g., MS Project Basecamp, Forecast, Bugherd, etc.)
• Understanding of web development
• Experience with Content Management Systems (Kentico, Wordpress, etc.) Customer Relations Management (e.g., Salesforce, MS Dynamics, etc.)
• Experience with other industry tools (Hubspot, Salesforce, Bugherd, etc.)
• Google Adwords and Google Analytics Experience
• Bilingual is an asset

Relevant Assets and Experience: 

• Not-for-profit and fundraising
• Web development
• Project management
• Sales, including prospecting and cold-calling
• Knowledge of digital marketing

See more jobs at A.K.A New Media

Apply for this job

Job Description

In the role of raisin® Client Experience Coordinator, duties include:

• Technical Support – Provide ongoing account and product support for multiple charitable clients using the raisin® online fundraising system
• Training – Train clients on all aspects of the raisin® product (web-based and in-person)
• Tracking – Ensure that CRM tool is kept up to date with all account activities, opportunities and contact details. Ensure that support time is accurately tracked and billed
• Marketing – Support marketing initiatives (online and print) as directed
• Business Development – Provide ongoing business development support as directed
• Product Development – Assist in identifying features for future product development as directed

What We Can Offer You:

• A stable but growing, exciting company that’s been around for more than 20 years
• Competitive salary
• Comprehensive health and benefits package
• Team building and social events
• Fun, intelligent co-workers to support through challenges, changes, and improvements
• We are located in the Junction neighbourhood of Toronto, however, during the current climate, remote employees who are a Canadian permanent resident, or have a valid work permit for Canada will also be considered if a strong fit.

This position is full time, Monday to Friday. Salary Range: $44K - $50K, commensurate with experience.

COVID-19 & Precautions:
Currently A.K.A.'s entire team is working remotely. As such, all training, on-boarding, and the fulfilment of the role will be carried out remotely until further notice. However, A.K.A. reserves the right to request in-person, onsite meetings, as long as Ontario Health and Safety COVID-19 protocols are met.  In the future, once this situation changes, candidates need to be able to work (at least part-time) on site at A.K.A.'s soon-to-be fully-renovated office in the Junction neighbourhood of Toronto, ON.

Qualifications

Requirements:

• 1-2+ years professional account support
• Post-secondary degree or diploma (preferably communications, fundraising, marketing or technology)
• Key values of honesty, integrity, professionalism and passion for customer service and technology
• Experience supporting or using digital technologies and web-based software
• Excellent written and verbal communication skills
• Able to communicate technical concepts to a non-technical audience
• An understanding of and passion for charities and fundraising

Nice to Haves:

• Experience in a Digital or Marketing Agency environment
• An interest in or passion for Not-For-Profits and volunteering
• Bilingual (English/French)
• Most importantly, you must be positive, highly organized, and enjoy challenges
• Not-for-profit & fundraising experience
• Web development & software development, HTML & CSS
• Customer service
• CRM systems (HubSpot & Salesforce)
• Project management
• Sales experience, including prospecting and cold-calling

See more jobs at A.K.A New Media

Apply for this job