Overflow
Product Engagement Specialist
Overflow, San Francisco, California, United States, 94199
CUSTOMER SUCCESS, PRODUCT ENGAGEMENT SPECIALIST
Overflow. The Most Powerful Giving Platform On The Planet.
Overflow is the philanthropy platform for today-pairing modern technology with an uncomplicated approach to giving. We are a Series A startup founded in Silicon Valley with an audacious mission to inspire the world to give. We are backed by top-tier VC firms (Uncork, Craft & Village Global) and strategic angels & leaders within organizations like Hubspot, Golden State Warriors, Carta, Lyft, Stripe, & Venmo. We are addressing a $450B philanthropic market ripe for disruption. Overflow is a B2B SaaS company that unlocks net-new donations for nonprofits solving some of the most pressing problems we face as a civilization. We are working to make generosity frictionless across all asset classes and we are starting with stocks. Some of the top nonprofits in the world trust us and we are positioned to lead the market as a top payments provider.JOB DESCRIPTION
Overflow’s Product Engagement Specialist is responsible for effectively engaging customers in various tech-first touchpoints to provide education, increase product utilization, and deliver customer value. The more engaged a customer is with the Overflow team, the more likely they are to reach their objectives with Overflow and renew year over year. The Product Engagement Specialist will work closely with Strategic Relationship Partners (SRPs) to ensure that customers receive the right touchpoint at the right time to develop a lasting partnership. The ultimate goal of the Product Engagement Specialist is that customers love the platform so much they share Overflow with their network and grow the Overflow customer base.Design and execute post-onboarding touchpoints that engage customers throughout their Overflow lifecycle.Act as the customer’s guide to successfully launch Overflow to their constituents.Report weekly engagement statistics to SRPs for their book of business.Create content and resources to provide education on various aspects of the Overflow product, donor development, church finances, generosity, and more.Understand customers’ needs and priorities to optimize the use of the Overflow platform and communicate those to the product and engineering teams as well as the broader Overflow team.Identify new opportunities with SRPs: up-sells, cross-sell, additional consulting and training.Effectively communicate application features and product information for new releases and facilitate their adoption.Collaborate closely with various cross-functional teams (Product and Engineering, Marketing, and Sales) to drive better results.NON NEGOTIABLE QUALIFICATIONS
Alignment to Overflow’s mission to Inspire The World to Give founded on Christian Proverbs 11:24 “The world of the generous gets larger & larger.”Agreement with Overflow Values which inspires Overflow Company Culture.Willingness to travel & participate in in-person gatherings.Commitment to serving the evangelical Christian church space, alongside wider 501(c)3 non-profit space.DESIRED TECHNICAL SKILLS & APTITUDES
You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.You care about the details and won't stop until a solution is found.You engage clients and partners from a place of authenticity and empathy, seeking to creatively problem solve to meet customer needs.You're an outstanding verbal communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.You're an exceptional written communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.You have experience in generating customer-facing content and resources.You are exceedingly organized and are skilled in managing and following up on many tasks at once.You are ready to move fast and learn fast!Minimum 3 years’ experience in SaaS Customer Success.B2B experience is a must.Experience on the staff of churches or nonprofits a huge bonus!Bachelor’s degree in a related field required.TECH STACK
GENERAL TEAM: Slack, Google Suite, Notion, Zoom, PitchCUSTOMER SUCCESS TEAM: Aircall, Internal Portals, Monday.comCOMPENSATION PACKAGE
BASE SALARY: Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law.EQUITY GRANT: Subject to approval by Board of Directors, 4 year vest, 1 year cliff.BENEFITS OFFERING
Medical Health Plan, Dental Care Plan, 120 hours paid time off (PTO) earned on an accrual basis, Company-paid holidays, Paid parental leave plans, Generosity Fund, 401(k) Plan, IRL Gatherings, Mental Health Stipend.RECRUITING PROCESS OVERVIEW
SUBMIT APPLICATION: Review Focus - Experience, Qualification, Values Alignment. Submit Overflow Application via Typeform. All applications will be reviewed & advanced by HR Admin. Response Time: 2 weeks.
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Overflow. The Most Powerful Giving Platform On The Planet.
Overflow is the philanthropy platform for today-pairing modern technology with an uncomplicated approach to giving. We are a Series A startup founded in Silicon Valley with an audacious mission to inspire the world to give. We are backed by top-tier VC firms (Uncork, Craft & Village Global) and strategic angels & leaders within organizations like Hubspot, Golden State Warriors, Carta, Lyft, Stripe, & Venmo. We are addressing a $450B philanthropic market ripe for disruption. Overflow is a B2B SaaS company that unlocks net-new donations for nonprofits solving some of the most pressing problems we face as a civilization. We are working to make generosity frictionless across all asset classes and we are starting with stocks. Some of the top nonprofits in the world trust us and we are positioned to lead the market as a top payments provider.JOB DESCRIPTION
Overflow’s Product Engagement Specialist is responsible for effectively engaging customers in various tech-first touchpoints to provide education, increase product utilization, and deliver customer value. The more engaged a customer is with the Overflow team, the more likely they are to reach their objectives with Overflow and renew year over year. The Product Engagement Specialist will work closely with Strategic Relationship Partners (SRPs) to ensure that customers receive the right touchpoint at the right time to develop a lasting partnership. The ultimate goal of the Product Engagement Specialist is that customers love the platform so much they share Overflow with their network and grow the Overflow customer base.Design and execute post-onboarding touchpoints that engage customers throughout their Overflow lifecycle.Act as the customer’s guide to successfully launch Overflow to their constituents.Report weekly engagement statistics to SRPs for their book of business.Create content and resources to provide education on various aspects of the Overflow product, donor development, church finances, generosity, and more.Understand customers’ needs and priorities to optimize the use of the Overflow platform and communicate those to the product and engineering teams as well as the broader Overflow team.Identify new opportunities with SRPs: up-sells, cross-sell, additional consulting and training.Effectively communicate application features and product information for new releases and facilitate their adoption.Collaborate closely with various cross-functional teams (Product and Engineering, Marketing, and Sales) to drive better results.NON NEGOTIABLE QUALIFICATIONS
Alignment to Overflow’s mission to Inspire The World to Give founded on Christian Proverbs 11:24 “The world of the generous gets larger & larger.”Agreement with Overflow Values which inspires Overflow Company Culture.Willingness to travel & participate in in-person gatherings.Commitment to serving the evangelical Christian church space, alongside wider 501(c)3 non-profit space.DESIRED TECHNICAL SKILLS & APTITUDES
You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.You care about the details and won't stop until a solution is found.You engage clients and partners from a place of authenticity and empathy, seeking to creatively problem solve to meet customer needs.You're an outstanding verbal communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.You're an exceptional written communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.You have experience in generating customer-facing content and resources.You are exceedingly organized and are skilled in managing and following up on many tasks at once.You are ready to move fast and learn fast!Minimum 3 years’ experience in SaaS Customer Success.B2B experience is a must.Experience on the staff of churches or nonprofits a huge bonus!Bachelor’s degree in a related field required.TECH STACK
GENERAL TEAM: Slack, Google Suite, Notion, Zoom, PitchCUSTOMER SUCCESS TEAM: Aircall, Internal Portals, Monday.comCOMPENSATION PACKAGE
BASE SALARY: Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law.EQUITY GRANT: Subject to approval by Board of Directors, 4 year vest, 1 year cliff.BENEFITS OFFERING
Medical Health Plan, Dental Care Plan, 120 hours paid time off (PTO) earned on an accrual basis, Company-paid holidays, Paid parental leave plans, Generosity Fund, 401(k) Plan, IRL Gatherings, Mental Health Stipend.RECRUITING PROCESS OVERVIEW
SUBMIT APPLICATION: Review Focus - Experience, Qualification, Values Alignment. Submit Overflow Application via Typeform. All applications will be reviewed & advanced by HR Admin. Response Time: 2 weeks.
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