Senior Client Success Coordinator - Remote

Vision: We see a world where each individual understands their God-given mission in life and is doing their best to fulfill it; a world where Catholic leaders are influential voices in society; a world where Jesus' example of loving, servant leadership is modeled in every family, workplace, parish, and community.

Purpose: Catholic Leadership Institute (CLI) provides bishops, priests, deacons, religious, and lay persons in the Roman Catholic Church with world-class, pastoral leadership formation and consulting services that strengthen their confidence and competence in ministry, enabling them to articulate a vision for their local church, to call forth the gifts of those they lead, and to create more vibrant faith communities rooted in Jesus Christ.

Summary:

The Senior Client Success Coordinator (CSC) provides the highest level of client service and logistical support for the clients served by Catholic Leadership Institute and for the client delivery teams providing those services. This includes managing client inquiries, staffing the client help desk, correctly escalating issues, and maintaining a focus on providing excellent client service. The Senior CSC works closely with CLI Leadership Consultants and delivery teams to ensure that logistical needs, including food, training materials, and room set-up, are appropriately arranged before client engagements. The Senior CSC also works with client contacts in Catholic parishes and dioceses to answer questions, provide technical support, and register attendees for CLI engagements. In addition to these responsibilities, the Senior CSC provides technology leadership for the Client Success team, making effective use of key tools, and helping the team leverage technology to support its work. This role requires strong proficiency in Microsoft Office Suite, JotForm, Asana, Jira, and Power BI. CSCs also use their gifts and talents to provide specialized support to projects and activities within the organization on an ad hoc basis. Some travel (monthly) to the CLI Office in Malvern, PA is required during peak Disciple Maker Index seasons in the spring and fall. Note: This position supports time zones across the US, so occasional off-hours work may be required.

DESIRED QUALIFICATIONS

Qualifications

• Practicing Catholic with a deep love of the Roman Catholic Church
• Bachelor's degree from an accredited university
• Three to five years of experience in customer service
• Demonstrated proficiency with Microsoft Office Suite, JotForm, Asana, Jira, and Power BI, with the ability to make effective use of these tools to support Client Success work

Preferred Relevant Experience

• One to two years of staff or volunteer leadership in a Catholic parish, diocese, or other organization
• One to two years of experience with administration, project management, and/or data analysis

Competencies and Other Skills

• Strong technical aptitude with the ability to learn new technologies, troubleshoot issues, and help others effectively use technology
• Ability to identify opportunities to use technology to improve processes, organization, communication, and client service
• High level of comfort with public speaking and presenting material to an audience
• Self-directed and independent worker, comfortable working alone or collaborating with a team
• Ability to drive toward clarity by asking questions, seeking support, and doing research
• Accomplished multi-tasker who can juggle multiple projects simultaneously and anticipate needs of key customers; must have strong organizational skills and high level of attention to detail
• Ability to think creatively and critically about current and prospective processes
• A strong understanding of Catholic culture, structures, parish life, ministries, and roles
• Commitment to the highest level of client service and attention to detail
• Comfort operating in a fast-paced, high-pressure environment and adapting to changes in task and process
• Excellent verbal and written communication skills, especially via phone and email

KEY RESPONSIBILITY AREAS

Area

Key Responsibilities

Client Success – 35%

· Respond to client needs via email and phone.

· Provide the highest level of client service when staffing the Client Help Desk.

· Provide basic technical assistance to clients who are using the CLI Portal.

· Respond to or escalate client or participant concerns promptly to ensure quick resolution and the best possible participant experience.

· Enter participant and engagement data into the appropriate systems.

· Act as primary support and contact for venues where client engagements will take place.

· Participate in the coordination of paper Disciple Maker Index survey data entry, including spending time in the office monthly during peak paper survey times.

Consultant Support (35%)

· Respond to the needs and direction of Leadership Consultants for client engagement preparation and follow-up

· Create and/or customize written participant communications as requested by Leadership Consultants

· Support onsite and virtual logistical needs of CLI delivery teams

· Ensure timely and accurate shipping of materials to offsite venues in support of client engagements on behalf of CLI delivery teams

· Send and manage virtual meeting invitations and scheduling (using Zoom or other virtual meeting tools)

Technology Leadership – 30%

· Serve as a technology leader and resource for the Client Success team.

· Make effective use of Microsoft Office Suite, JotForm, Asana, Jira, and Power BI to support Client Success workflows, projects, data, and reporting.

· Support fellow Client Success Coordinators in effectively using the technology and tools needed for their work.

· Identify opportunities to improve the team's use of technology and strengthen existing processes.

· Help troubleshoot technology-related questions and needs within the Client Success team.

· Partner with appropriate internal teams to support the implementation and adoption of technology and process improvements.

CRITICAL SUCCESS CRITERIA

Self-Assurance and Humility: Has deep trust in the Lord and in one's ability to meet most challenges. Inspires self and others to fulfill commitments and achieve a positive outcome. Does not seek personal recognition but is committed to the success and growth of others. Makes it about the other person rather than about self. Invites others to more fully participate and open up. Understands that "I have to do it myself and I can't do it alone." Values excellence and is committed to lifelong growth in holiness, confidence, and competence.

Comfortable with Ambiguity: Has ability to 'go and figure it out' when all necessary information is not available. Is willing to make quick decisions even without all the facts. Handles deviations from routine without assistance; readily accepts changes in procedures, assignments and priorities. Takes change in stride; adapts, improves and overcomes obstacles and challenges. Can balance competing priorities in assignments. Doesn't dwell on the negative or downside of things or decisions.

Resilient Drive: Has the ability and energy to do what it takes to be faithful to God's call and to one's unique role in service to the CLI Vision and Mission. Is motivated to achieve his/her goals and to support the goals of the organization, knowing that that will require effort, flexibility and skill. Anticipates problems and obstacles and brings resourcefulness and a "can-do-spirit" to both short and long-term goals and tasks. Finds satisfaction in the living out of one's purpose and values and in the effort it takes to achieve one's key responsibilities and SMART Goals. Is committed to the development and training that it will take along the way.