Role Description In this role, you will be responsible for delivering fundraising-focused implementation services across both Keela and Raisely. As an integral member of the Implementation team, you’ll support customers through all stages of their journey whether you’re: - Onboarding a new customer into Keela (CRM/donor management) and/or Raisely (fundraising) - Launching a new donation form or campaign - Migrating and validating donor contact data - Migrating and validating donations and fundraising data - Providing fundraising strategy-enabled configuration, training, and consulting to ensure customers go live successfully You’ll build trusted relationships with customers and help them adopt best practices in fundraising operations, online giving, and donor stewardship. You’ll also partner closely with Customer Success, Sales, and Product to share feedback and improve the customer experience. This role is an excellent opportunity to launch yourself into Customer Experience and/or the technology industry while developing deep expertise in nonprofit fundraising workflows. What will you be doing (your role)? - Work with multiple customers (40+) simultaneously to successfully manage and implement new clients and their data across Keela and Raisely - Develop deep product knowledge of Keela and Raisely, including staying current on new features, enhancements, and fundraising best practices - Lead end-to-end fundraising implementations, including: - Donation form setup and optimization - Campaign configuration - Peer-to-peer and event fundraising setup (as applicable) - Payment processor support and troubleshooting (as applicable) - Integrations and workflow setup (as applicable within supported tools/processes) - Manipulate and transform data sets according to established best practices to improve customer data quality and organization (e.g., contacts, donations, campaigns, custom fields) - Provide fundraising and donor management expertise to customers through consultative setup, calls, and email follow-up — translating goals into practical system configuration - Deliver strong project management, consulting, communication, and leadership skills by managing expectations and delivering high-quality solutions on-time, and within scope - Act as a liaison between customers and product teams, conveying fundraising-specific feedback and pain points to improve platform functionality and user experience across Keela and Raisely - Practice teamwork and collaboration across Services, Customer Success, and Sales to coordinate project execution and ensure a smooth handoff/ongoing success Qualifications - 2+ years of experience in software implementation, project management, customer engagement, and/or fundraising operations - Experience supporting or implementing fundraising tools (donation forms, campaigns, CRMs) is strongly preferred - Proficient in Excel, with mastery of data manipulation and analysis to ensure accurate imports, exports, and reporting - Outstanding customer service skills with a strong desire to create value, solve problems, and delight customers - Tech savvy and passionate about learning and managing multiple software tools at once - Highly organized and self-motivated, capable of working independently to meet deadlines and deliver exceptional results - Demonstrated experience providing technical and customer support through email and calls, with a strong ability to troubleshoot and resolve issues effectively - Familiarity with Google Suite, Slack, and Salesforce is a bonus - Friendly, approachable demeanor and enthusiasm for learning and staying updated on fundraising trends, platform best practices, and customer needs - Excellent written and verbal communication skills - Excellent organizational skills with the ability to multitask - Quick learner and proactive problem-solver - A collaborative team player Requirements - Salary range for this role is $58,000 - $65,000 USD for US candidates and $65,000 - $75,000 CAD for Canadian candidates - Base salary compensation will be determined based on factors such as skills, education, experience, and geographic location Benefits - Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave - US: US employees are eligible for open or paid discretionary time off (take time when you need it), plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave - Remote-first company - live and work wherever you’re happiest - Support for learning new skills or paying for conference or course tickets - Robust medical, dental, vision, disability and life insurance coverages and a 4% match on Retirement