• You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value. • You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business. • You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate. • Design and own a defined onboarding journey for new customers. • Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations. • Monitor product usage signals to identify customers who are disengaging before they churn or escalate to Support. • Build and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs. • Intervene proactively when usage declines or a renewal approaches. • Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch. • Define, instrument, and own core CS metrics and build Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).

• Oversee the integrity, structure, and optimization of donor data within Virtuous to ensure accurate and reliable reporting. • Partner with the Director of Development Operations to establish, document, and enforce data standards, governance policies, and workflows. • Support the Director of Development Operations and Philanthropy teams in developing data-informed strategies to improve donor retention, acquisition, and lifetime value. • Develop and maintain reports, queries, dashboards, and segmentation logic to support fundraising campaigns and donor services. • Design and implement automation workflows within Virtuous to improve operational efficiency and enhance donor journeys. • Analyze donor data to generate actionable insights related to donor retention, acquisition, forecasting, and overall fundraising performance. • Build and maintain Power BI dashboards that provide leadership and fundraising teams with visibility into key performance indicators, fundraising performance, and donor trends. • Write and optimize SQL queries and support data structures, reporting environments, and ETL processes to ensure accurate and reliable data movement. • Manage third-party data integrations and imports, ensuring data quality, consistency, and alignment with organizational data standards. • Serve as a training and support resource for staff using Virtuous to improve adoption, data accuracy, and effective system use.

• Administer, maintain and evolve the Salesforce platform, focusing on Sales Cloud and/or Service Cloud; • Configure and maintain custom objects, fields, record types, page layouts, validation rules, profiles, permission sets and sharing rules; • Develop and optimize automations using Salesforce Flow; • Build and improve sales funnels, commercial journeys and service workflows; • Create and maintain reports, dashboards and operational and managerial KPIs; • Participate in the implementation and enhancement of digital service channels, including Chatbots, WhatsApp, Omnichannel, Web Chat and Messaging; • Configure queues, routing, distribution and prioritization of service requests; • Work in partnership with business areas to gather requirements and implement improvements; • Identify opportunities for automation, process optimization and operational efficiency gains; • Ensure governance, organization and data quality within the CRM; • Create and maintain functional and technical documentation for implemented solutions; • Support training and provide user support for the platform, promoting greater adoption and efficient use of Salesforce.

• Provide consistent, accurate and efficient processing of orders • Handle moderate volume of inbound calls from scholarship families • Actively communicate with Team and Families • Follow coaching from manager to show consistent improvement in identified areas of opportunity. • Perform other duties as assigned