Partner Success Operations Specialist

Partner Success Operations Specialist (Part-time Contract in Brazil)

Remote- BRAZIL

FreeWill is an award-winning, social-good startup that has partnered with 2,200+ nonprofits who support our mission while generating $12B in gift commitments for nonprofits since we were founded in 2017. We've been featured in the New York Times, Forbes, Oprah's magazine, and our co-CEOs have even been named to Town & Country's "Top 50 Philanthropists" list.

All of this is because we've figured out how to make some powerful (but complicated) ways to donate much easier and more accessible. Our products make things easier for the donors who want to change the world and for nonprofits doing heroic work around the planet.

Part-time
• Contract
• Work from Anywhere in BrazilAbout the Role

FreeWill's Partner Success team supports our nonprofit partners with fundraising strategy and custom donor outreach. As a key function within the PS team, the PS Operations Team benefits from close collaboration with those in partner-facing roles.

PS Ops is a small, dynamic team driven to produce exceptional results in the areas listed below. The Partner Success Operations Specialist will bring a partner-focused and detail-oriented approach to time-sensitive processes. We're looking for proactive, kind individuals with a passion for analytical problem-solving and customer success operations. This is a great opportunity to make an impact as FreeWill grows and accelerates our work supporting nonprofits across the globe.

This is a part-time, contract role that reports to the Partner Success Operations Lead. Time commitment is approximately 20-25 hours per week. Candidates must be available 4-5 hours per day, Monday through Friday, between the hours of 8 am and 6 pm EST. Hourly rate is $14/hour USD.

Partner Success Operations Goals

• Drive continuous process improvement, maintaining operational excellence while increasing scalability of the Partner Success team and ensuring a first class partner experience.
• Manage onboarding processes to ensure alignment across all facets of the new partner onboarding experience.
• Iterate automated workflows to facilitate smooth milestones along the customer journey, including onboarding, partnership reviews, engagement, strategist transitions, renewal, and churn.
• Provision new partner landing pages in the FreeWill application, manage configuration options, and ensure timely product delivery to partners.
• Ensure systems are functioning with minimal errors & solve problems to keep the day-to-day work of the team running smoothly, collaborating across teams as needed.
• Leverage workflows to provide data to inform key business decisions & maintain data integrity in systems used by the PS team.

Responsibilities

• Manage Partner Success processes to ensure timely and accurate execution of time-sensitive workflows critical to daily team operations (handoff, upsell, downsell, logo churn, new product configuration, onboarding forms). Proactively identify process improvements.
• Execute on product configuration updates requested by partners, proactively monitor for configuration errors, and help resolve urgent partner issues that occasionally arise.
• Respond to internal support requests from the Partner Success team.
• Build workflow automations in Churn Zero, participate in ongoing iteration and management of existing workflows, troubleshoot Churn Zero issues for the team.
• Support project management to ensure timely and accurate product delivery for our largest partners.
• Develop and maintain process documentation, troubleshooting resources, and training materials
• Act with FreeWill's values of focus, joy, kindness, and courage

Required Skills and Experience

As a venture-backed startup, things move very quickly at FreeWill. As such, we expect the responsibilities for this role to evolve, and aim to hire a smart, adaptable learner who is eager to grow in their role. Additional requirements:

• 3+ years of experience in SaaS Operations (Revenue Operations, Customer Success Operations, Product Operations), including experience building and maintaining automated workflows in a CS tool
• Strategic, analytical thinker & proactive problem solver, with keen attention to detail
• Ability to learn new tools quickly and independently
• Superior written and verbal communication skills
• Intellectual curiosity that drives a willingness to learn and take on new challenges
• Comfortable moving quickly in a fast-paced environment

Nice to Have but not Required

• Experience using Churn Zero, ClickUp, AirOps, Salesforce, or Looker
• Experience managing APIs and data integrations
• Experience managing new customer onboarding processes
• Familiarity with the nonprofit space

Hiring Process

• Hiring Team Interview (30 minutes)
• Offer (contingent on positive references)

Please note that steps in the hiring process can and may change and the Recruiter will be your point of contact in sharing about any updates in terms of the process. If you are selected to move forward in this process, the Recruiter will share more details about the hiring process and interviewers.

FreeWill is an equal opportunity employer and we value diversity. We are committed to finding talent that is not determined on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.

Don't check off every box in the requirements listed above? Please apply anyway Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. FreeWill is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings

AI Policy

We are excited to engage with candidates who can demonstrate their experience and skills through their own words and work, not through AI-generated content. We want to understand your genuine interest in the company and your unique perspectives, not simply AI-driven responses. We ask that you refrain from use of AI-generated content during the hiring process which includes phone screens, video interviews, tech screens, or other assessment stages except as otherwise indicated to you by the Recruiter.

For example: Using ChatGPT to generate scripted answers to application questions or during phone screens and video interviews is strongly discouraged and will result in not moving forward in the hiring process. However, the use of an AI design tool to enhance the design of a presentation deck is permitted.

The Recruiter will be able to provide additional guidance during the hiring process if needed. If hired at FreeWill, we do encourage the use of AI in your role to build upon or enhance your skill set.

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