<div>Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.<br><br></div><div>The Customer Success Manager or as we like to call it at ACST, the Ministry Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the products and services they receive and to improve upon areas of dissatisfaction.<br><br></div><div>As a Ministry Success Manager, you'll oversee strategic, proactive account management and customer operations and help develop practices to ensure ACS Technologies' (ACST) ability to serve our customers at scale. You will be part of a team of professionals striving to drive customer success, increase the use of our solutions, help customers find value in their subscriptions, and ensure customer retention.<br><br></div><div>This position requires a driven and talented professional with strong proactive outreach capabilities, a collaborative work ethic, a self-starter with solid problem-solving skills, and a positive and professional demeanor.<br><br></div><div><strong>What You’ll Do:</strong></div><ul><li>Understand unique needs and coordinate customer care for the Catholic Archdioceses, Dioceses, and Parishes in your Book of Business.</li><li>Proactive phone outreach to existing customers in your account list (Book of Business).&nbsp;</li><li>Identify cross and upsell opportunities for the sales team while maintaining the trusted advisor relationship with customers.</li><li>Document sales leads and opportunities to engage sales process for demos or purchase of add on products.&nbsp;</li><li>Perform Account Management responsibilities for a large number of accounts in your BoB.</li><li>Proactively works to help customers realize increasing value in the solutions they use, and to continually use them deeper, smarter, and more effectively.&nbsp;</li><li>Relentlessly improves client retention for ACST through the development and growth of personal, business, and ministry relationships with customers.</li><li>Provides a world-class customer experience and helps drive ongoing engagement strategies and dependencies on our product and services.&nbsp;</li><li>Serves as the voice of the customer internally, promoting continual improvement.</li><li>Drives customer satisfaction to support renewals.&nbsp;</li><li>Reports and improves key Ministry Success team metrics, company-wide.</li><li>Coordinates with internal stakeholders in supporting customer needs.</li><li>Helps cultivate customers as references and case studies and partners with other teams to continually improve their customer experience.</li><li>Recommends Ministry Success strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.</li><li>May be scheduled to serve in support of after-hours phone support rotation as required. This involves being on-call for customer support calls after hours and over weekends.</li></ul><div><br><strong>What We’re Looking For:</strong></div><ul><li>An understanding of metrics: know what drives your customer's ministry decisions and how it affects ACST partnership.</li><li>Must possess a deep understanding of the Customer Success process, and proactive customer management skills.</li><li>Must have experience working within or with Catholic church</li><li>Must possess a deep understanding of the Catholic faith, beliefs, terminology and unique aspects of their financial processes, tracking of sacrements, and other key processes.&nbsp;</li><li>Experience using Totango or similar Customer Success platforms.</li><li>Experience using Salesforce or similar Customer Relationship Management platform.</li><li>Experience working in a Software as a Service (SaaS) environment.</li><li>Experience working in ACST’s solutions is a strong plus.&nbsp;</li><li>Strong preference for candidates with Ministry Platform and Realm experience (either as end user, administrator or trainer/implementation consultant).</li><li>Experience assisting large complex customers deploying SaaS solutions.&nbsp;</li><li>Should possess a solid process-building mindset.</li><li>Ability to multi-task and balance competing priorities in daily work.</li><li>Project management experience, using tools and communications to manage large projects.</li><li>A passion for delivering customer satisfaction.</li><li>Excellent analytical, critical thinking, and problem-solving skills.</li><li>Proficiency in written and verbal English.</li></ul><div><br><strong>Why You Want to Work Here:</strong></div><ul><li>Outstanding benefits package, including 6% 401(k) match</li><li>Free Wellness Clinic staffed by a Nurse Practitioner</li><li>A caring, friendly work environment&nbsp;</li><li>The opportunity to positively impact ministries</li></ul><div><br>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Customer Success Manager - Catholic Focus

<div>The Senior Director, IT Strategy &amp; Architecture proactively and holistically helps guide the enterprise through transformation and optimization initiatives, supporting the formulation of future strategy. The Sr. Director’s scope of activities includes helping the organization achieve targeted business outcomes related to grow revenue, optimizing costs and mitigating risks. The position’s focus is to:</div><div>• Engage business and IT stakeholders, creating and building relationships</div><div>• Facilitate IT Strategy and Roadmaps based on business operating vision</div><div>• Communicate the value of enterprise architecture, and its portfolio of services</div><div>• Design and build an EA team oriented around internal management consulting</div><div>• Drive the evolution of the EA teams services and operating model</div><div>• Facilitate alignment between business and IT, and across the IT landscape</div><div>• Coach and mentor EA practitioners</div><div><br>This position will be responsible for defining the advisory process, EA process, and architecture governance, and for leading the integration of those processes with related business and IT functions.</div><div><br><strong>Essential Duties and Responsibilities:</strong><br><br><strong>Manage the EA Practice (30%)</strong></div><ul><li>Develop the EA Practice - Leads the development of a value proposition and execution of a communication and education plan for the enterprise architecture practice. Promotes the business value of EA as an enabler of strategy formulation, and as support for technology innovation.</li><li>Develop the EA Team - Ensures the core EA team works closely with extended EA team members across the organization. Recruits and develops the critical skills, competencies and career paths for the EA team members; in particular, building the business and behavioral competencies needed to support delivery of EA’s consulting services.</li><li>Design the EA Operating Mode - Determines the extent to which the EA program has decision-making (governance) and compliance (assurance) rights. Identifies organizational requirements for the resources, structures and cultural changes necessary to support agility and adaptability.</li></ul><div><br><strong>Formulate Strategy and Guide Execution (20%)</strong></div><ul><li>Work with Business and Leadership Stakeholders to Develop Strategy - Leads the analysis of business and operating models, market trends and the technology industry to determine their potential impact on the enterprise’s business strategy, direction and architecture.</li><li>Connect Strategy to Execution - Translates and executes business strategy to achieve the organization’s targeted business outcomes by leading the development of an implementation IT strategy and roadmap for the enterprise architecture.</li></ul><div><br><strong>Build and Maintain Relationships (25%)</strong></div><ul><li>Build the EA Value Proposition and Structure Business Engagement - Builds the EA practice to become an internal management consultancy, offering services and skills to support the development and execution of business strategy.</li></ul><div><br><strong>Orchestrate the Delivery of Business Outcomes (25%)</strong></div><ul><li>Bring Alignment Across Business and IT - Leads analysis of the business’ future-state capabilities and future (and current) IT environment to detect critical deficiencies and recommend solutions for improvement to drive the business toward its targeted outcomes.</li></ul><div><br><strong>Minimum qualifications:</strong></div><div>• Master’s or bachelor’s degree in business, computer science, computer engineering, electrical engineering, system analysis or a related field of study, or equivalent experience.</div><div>• Ten or more years of business experience in strategic and operations planning and/or business analysis.</div><div>• Ten or more years of experience in at least three disciplines, such as business, information, solution or technical architecture, application development, middleware, information analysis, database management or operations in a multitier environment.</div><div><br><strong>Requirements:</strong></div><div>• Knowledge of business ecosystems, SaaS, infrastructure as a service (IaaS), platform as a service (PaaS), service-oriented architecture (SOA), APIs, open data, microservices, event-driven IT and predictive analytics.</div><div>• Knowledge of business models, operating models, financial models, cost-benefit analysis, budgeting and risk management.</div><div>• Familiarity with information management practices, system development life cycle management, IT services management, agile and lean methodologies, infrastructure and operations, and EA and ITIL frameworks.</div><div>• Understanding of existing, new and emerging technologies, and processing environments.</div><div>• Strong leadership skills with exceptional soft and interpersonal skills, including teamwork, facilitation and negotiation.</div><div>• Strong consulting skills such as targeted communications, engagement management, stakeholder management and business development.</div><div>• Knowledge of all components of enterprise architecture, business and IT principles and processes.</div><div>• Excellent analytical, planning and organizational skills.</div><div>• Excellent written, verbal, communication and presentation skills with the ability to articulate new ideas and concepts to technical and nontechnical audiences.</div><div><br><strong>Preferred – in addition to the minimum:</strong></div><div>• Ready to think, behave and act in an innovative consulting manner to drive the organization’s digital business strategies.</div><div>• Comfortable, experienced and accomplished at working with business executives, and able to push back in a professional and diplomatic way.</div><div>• Highly innovative with aptitude for foresight, systems thinking and design thinking.</div><div>• Vendor- and technology-neutral — more interested in achieving targeted business outcomes than in personal preferences, or in vested personal preferences of other business and IT leaders.</div><div>• Experience in nonprofit organization</div><div>• Active support of HFHI Values:</div><ul><li><strong>Humility </strong>– We are part of something bigger than ourselves</li><li><strong>Courage</strong> – We do what’s right, even when it is difficult or unpopular</li><li><strong>Accountability</strong> – We take personal responsibility for Habitat’s mission</li></ul><div>• Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation, and abuse safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.</div><div><br><strong>The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.<br><br>For work locations in the US, The target hiring range for this position is $158,000k - $176,000. The salary range for this position is between $148,000 - $223,000 per year.</strong></div>

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