Overview

United Way of Greater Atlanta is seeking a full-time, customer-centric enthusiast who thrives in a high-paced work environment focused on providing the highest level of customer service to both internal and external customers. The Digital Solutions team, within the IT department, manages the donor experience from their interaction with United Way in the donation process. The overall goal of the Digital Solutions team is to support United Way partners and donors with a best-in-class digital product and experience while engaging with United Way of Greater Atlanta.

The Digital Solutions team works with companies and internal departments to select appropriate digital solutions and provide support throughout the life of the campaign.

Position Summary

This position is an integral role on the Digital Solutions team as we own the full digital solutions life cycle to include the creation and customization of digital giving solutions for our internal and external clients. This position will collaborate externally with Customer Engagement Leaders and internally with key teams involved in ensuring timely execution of fundraising initiative life cycles.

Key Responsibilities

• Guiding customers through the entire lifecycle of digital solutions from design to deployment to include:
  • Kick Off meetings
  • Successfully translating customer business requirements into digital solutions
  • Facilitating customer office hours to address training needs and questions
  • Conducting campaign check-ins
  • End of campaign debrief meetings
• Leading the development and implementation of giving solutions across various platforms.
• Responsible for rigorous internal testing of digital solutions to ensure a best-in-class product distribution.
• Acting as the primary point of contact in a team setting, providing support to internal and external customers by offering:
  • Technical assistance with digital products including troubleshooting, configuring digital products, and optimizing features.
  • Guiding customers through technical setups for seamless integration of digital platform offerings.
  • Walking customers through the process of generating reports.
• Efficiently manage multiple campaign tasks simultaneously, ensuring meticulous attention to details such as campaign type, market specifics, settings, language requirements, and deadlines.
• Own the communications aspect of digital campaigns to include:
  • Publishing all communications for digital pledging campaigns.
  • Overseeing the email communication process including the message creation and scheduling.
  • Generate customized documentation for clients.
• Embrace and implement new technological features to enhance the client experience.
• Develop and facilitate training/training materials for both internal and external stakeholders.
• Produce comprehensive campaign reporting packages containing various data points and analytics. The insights extracted from each campaign will be used to refine future campaign processes and support UWGA in securing new business opportunities.
• Serves as the face of UWGA providing support to clients and internal customers through mediums such as emails, training sessions, training materials, conference calls, and office hours.
• Manipulate data files from diverse systems and research to resolve errors or inconsistencies.
• Collaborate with team members to accurately gather donation data promptly.
• Document and maintain standard operating processes.
• Perform other related duties as assigned.

Qualifications

• Undergraduate degree and/or career-related experience required.
• Intermediate understanding of HTML and coding/database functions.
• Strong verbal and written communication skills including grammar, spelling, and punctuation.
• Strong organizational, detail orientation, information management, time management, and follow-through skills.
• Effective interpersonal skills and the ability to relate to a diverse team.
• 2-3 years of data management experience.
• Proficient in Microsoft Office suite: Word, Excel, Outlook, and Forms.
• Proficient experience working with non-technical end users.
• Ability to exercise discretion, initiative, and appropriate judgment in making sound decisions and in developing solutions to problems.
• Strong analytical skills and ability to develop process improvements.

Expectations

• Ability and willingness to face new challenges and learn new skills.
• Ability to work in harmony with peers and as an active team member.
• Ability to facilitate external training and meetings as needed.
• Ability to develop proficiency in electronic giving tools.
• Ability to prioritize work assignments in a fluid and fast-changing environment.
• Ability to effectively handle multiple tasks with a goal and solution oriented, customer focused mindset.
• Ability to meet, work, and collaborate with other departments and divisional staff.