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As a Digital Impact Manager in the Customer Success Team at Raising IT, you will be instrumental in identifying how we help our clients, all charities, get the most value possible out of their relationship with us and our products. Raising IT provides software to charities to help them manage their website and other digital marketing. You’ll work with a range of charities, providing support, guidance and training for how they can improve their use of our tools. Working closely with the rest of the Customer Success team, you'll be responsible for the success of a group of our clients, and for identifying and implementing scalable and repeatable ways to increase the impact they can achieve using our product.
To apply, please send your CV and a covering letter explaining why this role appeals, and why you think you'd be a great fit.
Developing and growing relationships with your charity clients, helping them to get the most from the platform
Providing strategic and tactical support to clients to inform their website and digital marketing strategy
Assisting your clients with specific website requests, managing expectations and delivering a high level of service
Identifying opportunities to expand the use by clients of Raising IT products and services
Demoing product features of the Raising IT product so that clients understand how it can solve their problems
Working with other teams in Raising IT to support your clients with their wider digital marketing needs, including technical help, strategy and other marketing services teams
Assisting the VP of Customer Success and the rest of the team in delivering our client offering (eg client workshops, events logistics support and creating new content)
Skills and competencies required
High levels of emotional intelligence are critical for this role - we’ll want you to be able to empathise with our client’s situations and experiences; rapidly build strong relationships with them, even if using technology for contact; be able to diffuse difficult situations; all while having a kindness in your communications that shows patience and optimism
You have experience in a digital marketing role - either client or agency side; ideally in the charity sector
You have good knowledge of core digital marketing principles and executing these in a broad spread of channels, such as social media, email and SEO
You have experience using Google Analytics to monitor website performance and can confidently suggest actionable insight from reports
You have an interest in technology and how it can be used to increase the impact of our charity clients; experience of working in a software business is beneficial
You need to be able to thrive and be resilient under pressure, whilst dealing with multiple competing priorities and demanding clients
You have an entrepreneurial mindset and get a buzz from delivering value for our clients and for Raising IT
You have high levels of commercial acumen that allow you to translate relationships into concrete retentions and upsells
You have great organisational skills and you’re a proven achiever who can get things done autonomously; you’ll also value the efficiency that comes from processes and use of technology to manage relationships
You have excellent communication skills, both verbal and written and the ability to apply different styles to different situations - particularly you need to be able to explain technical solutions to non-technical individuals
You care about charities and can demonstrate this in your application and interview