We're looking for a

Client Success Strategist

Denver or Brooklyn (preferably), or remote

Our Mission

Hi, future teammate!

We are a dedicated group of data nerds inspired by the extraordinary things that can happen when people come together as a community.

We partner with organizations that see community building as a core part of their work. Together, we build customized (and beautiful) data tools and strategies to make their work easier and more impactful. Our primary tool is Salesforce, and we work with clients to not only migrate their data and improve data management, but to make sure that what they measure is actually driving growth and impact. We’re now in our fifth year and just passed 11 full-time team members.

imagine we're talking with you in person.

your role

Our Client Success Strategist will work closely with our whole team, and in particular with our engineers and project managers. In collaboration with teammates, you will:

Take the lead on ensuring OpenTent defines, communicates, and works toward a vision of long-term success for our clients.

  1. Lead client discoveries and translate client needs into product requirements.
  2. Work closely with project managers (in some cases, independently) to manage client discovery setup (pre-surveys, survey analysis, meeting agendas), tailored to the client as needed, in order to establish a successful partnership and path forward.
  3. Facilitate discovery meetings and ensure pain points, dreams and needs are captured in a way that will enable engineers to deliver a successful solution.
  4. Take messy needs and translate them into a client “success vision,” product and process requirements, resourcing assessment and a project plan (including roles and timeline), in collaboration with a project manager.
  5. Design and facilitate methods of alignment between OpenTent and client (for example: collaborating with engineers and project managers to deliver reports, roadmaps, productive meetings).
  6. Bring to the attention of OpenTent and client leadership any needs for resources toward success (for example: staffing needs, internal processes, meetings with OpenTent leadership, external resources, etc.).
  7. Engage with current clients and track established metrics for client success while seeking to continually improve outcomes and overall client satisfaction. Help clients design KPIs and OKRs, and then help implement them successfully and sustainably.
  8. Work with clients to identify new opportunities to drive OpenTent’s value proposition and expand service offerings. This can include supporting our clients with change management efforts, culture building/shifting, and facilitating the creation of internal user + leadership groups.
  9. Proactively support our clients in their budgeting and investing around this work: help them plan for their upcoming technology and staffing investments, and collaborate with them to share progress reports with their stakeholders and donors.

Build OpenTent’s expertise in change management, process design, and business intelligence.

  1. Be a client's #1 friend when they're facing change management issues. Build internal assets and practices on the topic. Assess, resource, design, build business processes (for tech and for people) and develop metrics for success to inform assessment and iteration.
  2. Bring our clients business intelligence frameworks and tools that meet them where they’re at. Help them climb the learning curve of implementing these tools in a way that truly adds value.


GOALS FOR SUCCESS

  • Stronger, deeper relationships between OpenTent and our clients.
  • Increased breadth and depth of transformative client CRM implementations.
  • More creative, effective, and proactive responses to client needs.
  • Turning roadblocks into opportunities (seeing constraints as openings to add value).

what you bring

OUR CLIENT SUCCESS STRATEGIST IS…

  • Experienced with making client-facing sales in an authentic way.
  • Ready to think spontaneously and improvise in order to keep the conversation going where you need it to go, while still being present and responsive to the people in the room.
  • A critical thinker able to digest, synthesize, and present complex information.
  • An excellent communicator. You can present thoughts and ideas well and are an active listener.
  • A problem solver. You are energized when you see something that could be better and motivated to do something about it. You understand OpenTent and our client’s day-to-day realities and advocate for long-term, sustainable success. 
  • Comfortable with complicated and often ambiguous projects.
  • Experienced at switching gears in a fast-paced environment and balancing multiple projects.
  • A calm presence even when it feels like work is swirling around quickly.
  • Experienced: 1+ years’ experience with Salesforce or a similar relational database, and 1+ years’ experience with nonprofits, either on a professional or volunteer level.

What we bring

First-class Health Insurance

We use JustWorks for our HR platform, which provides top-tier insurance through Aetna. We cover 100%, for you and your family.

Unlimited Vacation

Happy people = happy teammates. We support each other in bringing our full selves to work - and that includes recharge time when your battery levels are low.

401k Retirement Contribution Matching

We care about your long-term financial health. After you've worked with us for a year, we'll match your retirement fund contributions.

Professional Development Budget

Paid Family Leave

Flexible Work Schedule

Pre-tax Commuter Benefits

Brand New Equipment

Free Coffee and Beer

are you in?!

Let us know - click this button to fill out our application form and we'll get back to you promptly.

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