Customer Success Specialist

About the Position

The Customer Success Specialist will play a vital role in supporting the CRF Technology team, focusing on ensuring the success and satisfaction of our users and partners. They will assist in managing relationships, providing support, and contributing to the enhancement of our suite of products aimed at connecting underserved entrepreneurs with capital solutions. The Customer Success Specialist will support and participate in complex and cross-functional projects for the CRF Technology team. The CRF Technology team and our products are reshaping the economic development landscape to invest in innovative ways for public and private sector partners to help small businesses in communities around the country. The CRF Technology suite consists of three products- CRF Connect, CRF Exchange, and CRF Insights.

This role will sit at the intersection of relationship management and operations for one of the most innovative product suites in the mission-driven finance industry. The platforms have facilitated the deployment of more than $500 million in capital to predominantly underserved business owners (including minority and women entrepreneurs) across the country and has ambitious growth goals to create a more just and inclusive economy that works for all. In this role you’ll have the opportunity to join a high performance, high impact, and high growth team that is building the future of capital access and technology for a more equitable small business ecosystem.

Key Responsibilities & Accountabilities

  • Assist in managing relationships with users and stakeholders.
  • Serve as the primary point of contact for user support and assistance, addressing inquiries and needs promptly.
  • Lead product trainings and demonstrations and support sales activities.
  • Contribute to the ongoing improvement and development of CRF Technology products.
  • Assist in data analysis and reporting efforts to measure impact and identify areas for improvement.
  • Collaborate with internal teams to ensure partner needs are met and product enhancements are aligned with user feedback.
  • Support partner outreach and engagement efforts.
  • Meet ambitious goals with little oversight and lots of autonomy.
  • Possess excellent verbal and written communication skills.
  • Maintain a finger on the pulse of the industry to provide innovative and insightful input to create new features, programs, and corresponding social impacts.

About You

  • 1-3 years of experience and/or formal education (BS/BA) in community impact, economic development, program design, banking, public policy, program management, finance, marketing and communications, and/or partner success roles.
  • Demonstrated track record of meeting key performance indicators and deadlines.
  • Proficiency and experience in the full Microsoft Office Suite in order to capture, synthesize, and report quantitative and qualitative information is required. Advanced skills with Excel and PowerPoint, along with knowledge of Monday.com, GitHub, Userback, and PowerBI preferred.
  • Experience with relationship cultivation and management.
  • Prior experience with collection, analysis, and understanding of data to tell stories and respond to shifting partner and community needs.
  • Experience with fundraising and budget management a plus.
  • Growth oriented mindset looking for more opportunities with program and organizational leadership.
  • Comfortable with ambiguity and solutions oriented, with a focus on quick decisions and iterative approaches to solving problems.

Key Competencies & Preferences

  • Knowledge of agile methodology and web development processes is highly preferred.
  • Understanding of non-profit, community development, and/or Community Development Finance Institution (CDFI) landscape.
  • Experience working in a multi-locational organization.

Organizational Policies

Community Reinvestment Fund USA, Inc is an affirmative action equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law.

Candidates must reside in and be authorized to work in the United States without sponsorship.

CRF’s Theory of Change
CRF’s Theory of Change is the strategic framework used to guide its work. While CRF’s mission remains constant, the Theory of Change outlines how it contributes to the changes it seeks.

The challenge CRF works to address
The current economic system, perpetuated by institutional racism, individual biases and disparities, is unjust. It fosters the inequities that are causing widening disparities in incomes, wealth, and opportunity gaps.

A just economy that works for all
CRF’s Theory of Change is underpinned by the conviction that small businesses are the backbone of our economy, employing nearly half of the U.S. workforce and generating two-thirds of new jobs. CRF believes that providing small businesses equitable access to capital and support services is essential to creating a just economy that works for all.

CRF activates its mission by:

  • Co-creating and deploying innovative financial products and services that address the barriers and inequities small businesses operated by historically excluded people face.
  • Designing and managing financial programs that attract incremental impact capital to communities with a history of underinvestment.
  • Orchestrating a network of trusted small business support organizations enabled by technology.
  • Growing the capacity of community development finance organizations.
  • Helping small businesses navigate the complexities of the small business support ecosystem.

CRF STANDS IN SOLIDARITY
Community Reinvestment Fund, USA (CRF) stands in solidarity with all fighting for social justice, equity, and transformational change. They know that the social changes taking place today will yield a lasting positive impact on the lives of millions.

DIVERSITY, EQUITY & INCLUSION:
CRF is dedicated to building and sustaining a truly diverse, equitable, and inclusive culture. These are not just words on a page – Diversity, Equity & Inclusion are top priorities for the organization, and tie deeply to each of their core values and overall vision for the future. CRF is an equal opportunity employer that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

CORE VALUES
Create Equitable Economic Opportunities, Lead Through Collaboration, Transform Through Innovation, Excel In All They Do, Act with Integrity.

How We Help
Together with its partners – including community leaders, nonprofit lenders, financial institutions, foundations and more – CRF is creating new strategies and technologies that build stronger local economies, create jobs and support economic mobility.

CRF is headquartered in Minneapolis, Minnesota. For a more detailed description of the incredible work we do, how we do it, and who we are, please visit www.crfusa.com.

Department:
CRF Platforms and Technology Services
Location:
Remote
Salary:
$65,000 to $75,000 Annually (exempt)

What We Offer

A collaborative working environment comprised of driven and highly engaged individuals committed to diversity, equity, and inclusion and the mission, vision and values of CRF. CRF is proud to extend its employees a wide array of benefits including, but not limited to:
  • Health and dental insurance
  • 401k and Roth IRA
  • Paid Time Off (PTO)
  • Educational Assistance
  • Hybrid Reimbursement Programs
  • Long-Term and Short-Term Disability
  • Life Insurance
  • Flexible schedules and telecommuting options
  • 10 Federal Holidays plus 2 Floating Holidays

How to Apply

To apply for this or other positions, please send your resume to: recruiting@crfusa.com
Community Reinvestment Fund USA, Inc is an affirmative action equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law.
CRF USA, Inc. requires all employees to be vaccinated for COVID-19. As a condition of hire with CRF USA, Inc. candidates must be able to show proof of vaccination for COVID-19 prior to an extension of an offer of employment. Accommodations will be considered for disabilities or sincerely held religious beliefs.
Candidates must reside in and be authorized to work in the United States without sponsorship.

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