Title: Customer Service and Success Manager

Salary Range: $80k-$100k

The Opportunity

At DeSales Media, our mission is to support the apostolic mission of the Church. Here on the Software & Services team, we provide high end technology solutions to Catholic parishes and schools. We are building a comprehensive communications hub that empowers the institutional church to help transform the lives of the faithful in Christ. Specifically, we offer website content management, email marketing automation, people/database management, events management, online giving management, live streaming, VOIP telephony, and digital ministry as a service, all designed to help our customers reach and engage the faithful thoughtfully and effectively.

And we are currently developing new ways of engaging intentional disciples and fostering discipleship, formation, and community. As we bring on new parish customers and serve existing ones, we need an organizational mastermind to provide outstanding customer service, client success management, and operational finesse. The role involves hands-on work with our parish and school customers, including implementation, onboarding, training, and problem solving; internal and 3rd party creative production; CRM administration and file organization/management; and a healthy dose of reliance on the Holy Spirit to guide us! As part of the Software & Services team, this role is based in Prospect Heights, Brooklyn, and reports to the Director of Product & Innovation.

Who You Are

You are someone who truly believes that Jesus Christ is the Way, the Truth and the Life. You desire to see the Church flourish, and you know that technological innovation is one way we can drive Catholics to put their faith in action. You are someone who enjoys working with people, and managing information, and you have deep experience in both. You navigate different software the same way you navigate tricky customer interactions: patiently, gracefully and effectively. You are a creative problem solver. You naturally ask yourself: Is there a better way to do this? You are one of those people who can keep many projects and customers in the balance at once, and you do it proactively, with style. You are confident in your abilities, and that has earned you autonomy. You listen closely to your clients, you learn quickly, you try new things, and you get it all done with a smile on your face. In the words of St. Francis de Sales, you are someone who is committed to “Be who you are and be that well.”

Your Responsibilities

  • Retain our customers by ensuring every client finds value in the products and services we provide, through a regular cadence of check-ins and correspondence
  • Look for opportunities to expand product offerings to new and existing parish customers
  • Provide continued training and support for websites, live Mass streaming, and any future products and services we provide
  • Professionally manage delicate situations with sometimes technology-averse clients
  • Prepare and manage regular status reports across products and customers
  • Create and maintain project and process documentation and notes for continuous improvement
  • Work with website developers to track, manage and close all website bugs and additional feature requests
  • Drop content into new websites and launch them
  • Set up Microsoft and Google Workspace for Non-Profits for parishes
  • Coordinate the creation of high end photo and video content for parishes, booking photographers and drone videographers, and coordinating with the client
  • Liaise with Accounting to reconcile customer billing and cash flows
  • Manage and organize parish and vendor agreements
  • Conduct database administration, ticket tracking, and deals in HubSpot CRM
  • Operationalize processes, ensuring everything runs effectively and efficiently
  • Ensure on-time and on-budget delivery of all work

Requirements

  • 6+ years providing customer support or success management OR 6+ years in digital church ministry
  • Experience managing people
  • Excellence in creative problem solving
  • Demonstrated ability to work effectively with a variety of internal functions and departments
  • Excellent interpersonal, writing, research, presentation and analytical skills
  • Exceptional organizational, prioritization, and project management skills
  • Capacity and willingness to rapidly adapt, thrive, and multi-task in a dynamic workplace
  • Demonstrated resourcefulness, strong work ethic, attention to detail, and self-motivation
  • Ability to manage multiple projects and clients simultaneously without supervision
  • A strong desire to work autonomously, yet with proven collaboration skills
  • Proficiency with business, productivity, CRM, and project management software
  • The ability to use a computer regularly and for long intervals
  • A positive, optimistic, and solution-oriented attitude
  • Readiness to learn and apply new skills and technologies quickly
  • Eagerness to serve in the mission of promoting our Catholic faith
  • Last, but not least, a delightful personality

Who We Are

DeSales Media is a non-profit Catholic ministry based in Brooklyn. Our mission is to use all the content, media, technology, and other capabilities of DeSales to support the Apostolic Mission of the Catholic Church in the Diocese of Brooklyn and beyond. With the charge of the Great Commission, DeSales aims to open the channels of authentic and effective dialogue within and between the Christian community.

We recognize our time and place in history as one in which the Church is moving from Christendom to Apostolic Mission. DeSales meets the faithful in formation, discipleship, and community. We spread the Word through revelation, accompaniment, and witness.

The mission community that comprises DeSales is a workforce of integrated people who take their vocations seriously. Each of us has a personal vocation that is our calling from God to help build the Kingdom of God. That requires dedication to our faith, and professional capability at every level of our craft.

We serve the faithful in various capacities. DeSales serves directly through television, digital and print media. We serve the institutional Church as an agency, providing educational technology and training resources; digital, creative and marketing agency services; press and media relations; government services; video production; and more. And, we serve parishes, schools, and other organizations in the Church with modern digital tools with which they can meaningfully engage the faithful at every touchpoint.

We’ve created a world-class team to tackle these important Catholic ministries, and we’re looking for more top talent to work with us. Come help us grow our community through technology products and services rendered to disciples and Catholic institutions in Brooklyn and beyond.