Action Network Senior Success Specialist

Action Network Senior Success Specialist

Action Network · Remote, District of Columbia

About Action Network:

We are a non-profit, mission-driven tech organization utilizing a unique cooperative model to produce technology for Democrats and the broader progressive movement. We are passionate about creating digital solutions that organizations, large and small, use to build progressive power. Fast Company called our platform “the backbone of the anti-Trump opposition,” and we support a wide array of organizations seeking impact, including the Democratic National Committee, Black Lives Matter, Common Cause, United We Dream, AFL-CIO, the Poor People’s Campaign, and thousands of other progressive organizations in the US and around the world. Our platform creates new possibilities for mobilization and organizing that are meeting a real need for the progressive movement. You can read more about us and our tools here. 

We are a team founded on progressive values and seek to carry them forward in all we do. We don’t just believe in this movement, we try to live it, from our excellent benefits and organizational culture to our union-made technology. To us, focusing on our mission to strengthen the progressive movement and making sure we are a strong, sustainable business are one and the same thing.

About the Job:

The Senior Partnership Success Specialist reports to the Director of Impact Training and Support and works with Action Network partners to facilitate their success on the toolset. They work with existing partners to provide advanced technical support, information, advice, respond to ZenDesk tickets, and troubleshoot issues. The specialist provides partners with ongoing training and updates on new features. Additionally, the specialist conducts new partner onboarding and related training sessions.

They provide information to the engineering team on technical bugs and trending support issues for our suite of tools. The specialist will also support other departments as assigned under special projects.

Responsibilities and Duties

Partnership Management

• Provide strategic guidance and support for product users, ensuring they have a good experience on the tool.


• Recommend solutions and guide users through product features and functionalities.


• Help onboard and train new users so they are set up for long-term success

Training & Support

• Conduct demos and training for potential and current users


• Identify and communicate bugs in the tools


• Test new features for tool sets prior to deployment


• Answer technical support requests on Zendesk, a customer service software


• Advocate for improvements and features for the organization to consider


• Support SaaS management goals set by the department


• Learn and provide support for other tools in the Action Network ecosystem


• Support customer satisfaction metrics


• When requested, provide on-the-ground support for partners

Specialization - Data Strategist

• Provide strategic guidance and support for product users in data clean-up and migration based on partner goals


• Monitor data hygiene and workflows to proactively advocate for the strategic use of platforms with partners


• Troubleshoot data mapping inquiries from ingestion to reporting 

 

What you have: 

• 3 - 5 years of experience in data management and/or migration (experience can span prior work experience, as well as education, volunteer, professional development, hobby, etc.)


• Demonstrated experience with SQL, Excel, databases, and data clean up 


• Interest in how data structures can be used to make organizing campaigns more effective


• Experience or demonstrated interest in political, community, or workplace organizing, tech advocacy, and/or client services


• Prior experience managing customer relationship management (CRM) systems and other tools for member engagement, particularly at an administrative level, experience with Action Builder is strongly preferred


• Technical writing experience is strongly preferred


• Analytical and solution-oriented mindset


• Interest in learning technical processes and supporting SaaS products 


• Excellent communication skills and customer service-oriented 


• Desire to be part of a culture of transparency, respect, and commitment to the progressive movement 

The Perks 

• Working remotely with a great team of like-minded progressives 


• 100% paid medical, dental, and vision for you and your family


• Unlimited PTO 


• Employer-matched 401(k)


• Technology allowance 


• Health and wellness allowance 


• Professional development benefits 

 

Action Network is committed to cultivating a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture but our reputation. In recruiting for our team, we welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. People of color, people with disabilities, veterans, and LGBTQ candidates are strongly encouraged to apply.

 

Action Network is an Equal Opportunity Employer committed to diversity in the workplace. To be eligible for this position, you must be legally authorized to work in the United States.

 

This position has a salary range of $70,000-$80,000, commensurate with your experience. The employee will be within the Nonprofit Professional Employees Union structure, IFPTE Local 70.