Director, Professional Services

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

The Role:

Classy is a fundraising platform that enables nonprofits to connect supporters with the causes they care about. We are seeking a Director, Professional Services to oversee and mature the function that delivers implementations, customizations, and other services projects for our large-scale enterprise accounts. This critical function is responsible for ensuring that our customers are seamlessly onboarded to the Classy platform and are able to rapidly realize value from their purchase. The leader of this team will be a detail oriented, cross-functional leader capable of partnering with pre and post sales teams to define and refine the services and processes needed to benefit our customers. The ideal candidate is a lifelong learner who shows up to work curious every day, energized by the opportunity to drive customer growth through the delivery of Professional Services.

What you'll do:

• Lead and manage a team of implementation project managers, solution architects and technical support staff to deliver high-quality services to our nonprofit clients
• Develop and implement strategies to optimize the client onboarding process, ensuring a seamless experience from initial engagement to successful implementation
• Support management in the evaluation of pre/post sales opportunities, review requirements, develop statements of work, create schedules, and produce cost estimates for Professional Services
• Collaborate with sales, product and engineering teams to understand client needs and and requirements, and ensure alignment between client expectations and product capabilities
• Define and manage team OKRs based on department and company objectives focused on time to value, satisfaction and retention
• Report on staffing, utilization, project health, and financial performance for Senior Leadership and our executive team
• Manage resource planning and utilization across Professional Services
• Own and drive process improvements, internal projects, implementation success, and services documentation
• Stay informed about industry trends, emerging technologies and competitive landscape to inform process improvement, service offerings and product development

What you bring (Required):

• 7-10 years of technical project management experience, preferably in SaaS
• 3-5 years of experience managing a team
• Proven, hands-on experience successfully implementing SaaS and/or enterprise software applications
• Exceptional client management and communication skills, including the ability to guide and negotiate technical decisions
• Demonstrated ability to prioritize and manage workflow to meet deadlines
• Strong people skills to lead collaboration across functions and organizations
• Experience identifying and implementing process improvements
• Superior analytical, problem-solving and critical thinking abilities
• Excellent organization and planning skills
• A bias towards action and a desire to consistently exceed expectations

What would be awesome to have (Preferred):

• Experience leveraging Salesforce for the delivery and administration of large scale implementations
• Knowledge of API-based system integrations
• Familiarity with capabilities and limitations of front-end software customizations (e.g. JavaScript) in web applications

Why you'll love it here...

• Market competitive pay
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions.
• 401(k) retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of mental and wellness programs to support employees
• Generous paid parental leave and family planning stipend
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every week for a donation from the company
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our strategy to ensure DEI is embedded in all processes and programs at GoFundMe. Our Diversity, Equity, and Inclusion team is always finding new ways for our company to uphold and represent the experiences of all of the people in our organization.
• Employee resource groups
• Your work has a real purpose and will help change lives on a global scale.
• You'll be a part of a fun, supportive team that works hard and celebrates accomplishments together.
• We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose
• We are a certified Great Place to Work, are growing fast and have incredible opportunities ahead!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We are committed to providing diversity, equity, and inclusion training to all employees, and we do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $139,000 - $187,000 + bonus + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.
If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at accommodationrequests@gofundme.com.

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Learn more about GoFundMe:

We're proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org's activities and impact in their FY '23 annual report.

Our annual "Year in Help" report reflects our community's impact in advancing our mission of helping people help each other.

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