Customer Success Specialist

Company: Community Reinvestment Fund

Location: Minneapolis, MN

Job Function: Financial Services


Background

Who We Are

Community Reinvestment Fund, USA (CRF) is a community development leader committed to bringing economic equity to communities across the country, in order to generate greater investment in the communities that need it most.

Community Reinvestment Fund, USA (CRF) is dedicated to building and sustaining a truly diverse, equitable, and inclusive culture. These are not just words on a page – Diversity, Equity, and Inclusion are top priorities for the organization, and tie deeply to each of the core values and overall vision for the future.

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 further information, please visit www.crfusa.com.

Summary

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.

Responsibilities

Role Accountabilities (include, but not limited to)

  •  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

Requirements

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.

Preferred If You Have

  •  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.

Compensation and Benefits

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:

  • Most positions offer flexibility for remote work
  • Health, dental, and vision insurance
  • 401K with a 5% match – eligible to participate after 6 months
  • Paid Time Off (PTO)
  • Hybrid Reimbursement Program
  • Educational Assistance
  • Long-Term and Short-Term Disability
  • Life Insurance

Fully remote work is acceptable for this position.

How to Apply

To apply for this position, please email your resume to recruiting@crfusa.com

Organization 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.