Commercial Account Manager, GoFundMe

• 2+ years of experience in customer support or success
• Ability to multitask & juggle multiple responsibilities
• Strong communication & interpersonal skills with the ability to navigate challenging conversations
• Great organizational skills & attention to detail
• Solution-oriented mindset with a focus on customer success and satisfaction
• Ability to take action when potential risks or opportunities are identified

Desirable

• Assist with onboarding tasks to help customers start using the platform effectively
• Guide customers through basic platform features to encourage early adoption
• Monitor account activity to flag potential issues or disengagement
• Prepare and execute action steps to resolve customer issues
• Meet customer retention metrics by addressing customer concerns and executing a mutually agreed-upon renewal proposal
• Build rapport with key contacts through check-ins and strategic outreach
• Respond to customer questions with professionalism and empathy
• Escalate complex concerns or dissatisfaction to your manager as needed
• Help maintain positive customer sentiment by listening carefully and following through
• Partner with senior AMs and internal teams (CX, Support, Product) to resolve customer needs and unique situations
• Collaborate with the scaled CX team to share insights and coordinate engagement efforts
• Continuously learn about the platform, customer use cases, and fundraising best practices
• Participate in training and knowledge-sharing sessions to build product and industry expertise