Operations Support Specialist, Strategic Partnerships

Role Description

The Operations Support Specialist will contribute to the achievement of TechSoup’s financial and social impact targets by helping to support the management of corporate programs that meet the technology-oriented needs of the social sector while also meeting the needs – philanthropic and otherwise - of each of their respective TechSoup partners.

To that end, the Operations Support Specialist will support the operational aspects of TechSoup’s programs and corporate relationships with a goal of launching new offers, keeping offers up to date, tracking performance, supporting customer escalations, and aiding in fulfillment and invoicing to ensure program continuity. This position will collaborate with other teams across TechSoup and will continuously drive towards improving the overall programs and ultimately achieving fiscal and impact results.

Duties and Responsibilities

• Support operational program needs and aid in front-line customer inquiries.
• Understand the program operations for corporate partners, including documentation of processes.
• Manage partner escalations and address customer escalations involving the partner.
• Support the reporting of corporate programs to help meet partner obligations or assist in recommendations to implement plans and/or improve plan results.
• Monitor ongoing account results and help support defined objectives.
• Collaborate with corporate partners to address various client or program needs including:
  • Updates to donor products and programs.
  • Resolving issues around product delivery.
  • Ensuring appropriate reporting.
  • Helping to resolve operational issues.
• Proactively monitor inventory levels and coordinate requests for additional inventory to minimize out of stock periods.
• Support collaboration with other teams across TechSoup to address various client and program needs to leverage all TechSoup resources.
• Coordinate with the TS Global Marketing, Communications and Customer Experience, Finance, Validation Services, Global Network, and Solutions & Services teams to develop content for program support, adoption, education, and outreach.
• Coordinate with the Product Implementation team and the TechSoup Global Network on the expansion of the number and types of offers and the geographic reach of assigned programs.
• Support submission of intake forms to the marketing team and social media submissions.
• Coordinate a transparent calendar of marketing activities that are scheduled and being requested.
• Support creation of invoices and coordinate with finance on the process for submission.
• Identify process improvements, make recommendations, and incorporate changes into day-to-day activities.

Qualifications

• Minimum 2 years of professional experience in a dynamic environment managing multiple customers, clients, and/or projects.
• 2 years of experience with customer support or program management.
• Project management experience.
• Excel and PowerPoint skills required; NetSuite is a plus.
• Exposure to AI-enabled toolset preferred.
• Exceptional at observing and identifying patterns to solve challenges and optimize results.
• Highly effective listening, verbal and written communications skills.
• Strong planning, organizing, and time management skills with the ability to prioritize and accommodate changing priorities.
• Proven ability to work collaboratively and effectively with internal and external stakeholders.
• Detail-oriented and tenacious, but also able to adopt a ‘big picture’ perspective.
• Decisive and confident, plus flexible, adaptable with a good sense of humor.
• Good at taking initiative, but also able to recognize when assistance from another team member or manager is needed.
• An understanding of technologies and evolving technology business models is a plus.
• Intellectual curiosity and strong desire to learn and grow professionally.

Requirements

• TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

Benefits

• The base salary range for this full-time remote position is $48,000.00-$54,000.00 annually plus benefits.
• TechSoup determines salary ranges based on a role, level, and location.
• The range reflects the minimum and maximum targets for new hire salaries for the position across all US locations.
• Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands.
• TechSoup offers a comprehensive benefits package, including medical, dental, vision, retirement, and other perks.