Location: Remote within the US

About our organization:

At Democracy Works, we help Americans vote, no matter what! Our vision is to make voting a simple, seamless experience for all Americans so that no one misses an election, and our team works to help make this happen. This includes TurboVote, the Voting Information Project, How To Vote, and Ballot Scout. Alongside the CAA Foundation, we co-founded the Civic Alliance. Democracy Works is committed to diversity and inclusion in everything we do and aspires to have a team that's representative of the voters we serve.

Salary Range: $81,000 - $93,000

(Offers will vary based on experience and location-based cost-of-living calculations.)

• Level: Mid
• Supervisory role: Y
• Classification: Exempt, full time

The impact you’ll make:

Hundreds of colleges, nonprofits, and companies use TurboVote to engage their audiences in the voting process. You’ll lead our partner engagement strategy, ensuring partner organizations have the resources and support they need to implement TurboVote successfully and increase voter participation.

You will:

• Become an expert on the needs of partners and the voters they engage in order to ensure our offerings consistently boost the impact of partner voter engagement efforts
• Shape and execute go-to-market strategy introducing new product features:
  • Represent the voice of the partner, collect and organize feedback, and propose product improvements to meet their needs
  • Creatively champion software releases to our partners to increase adoption and satisfaction
  • Ensure external and internal resources are always useful and up to date
  • Collaborate with Product, Engineering, and Metrics throughout the product development process
• Maintain our partner engagement calendar, including regularly scheduled email communications and training webinars
• Maintain our support resources, such as our implementer toolkit, and pitch and develop new strategies to drive partner engagement
• Build relationships with assigned partners to boost adoption and grow partner satisfaction, by owning:
  • Onboarding
  • Implementation strategy coaching
  • Ongoing technical support
  • Partnership renewal
• Manage staff who own their own portfolio of partners, coaching them to support those relationships effectively
• Provide ongoing training, direction, and performance reviews to staff you manage as necessary
• Manage issue escalation and troubleshooting
• Leverage customer success best practices and trends within the civic technology sector to continuously improve our offerings
• Represent Democracy Works externally in collaborative projects and speaking opportunities
• Execute on other tasks as may be assigned

You are:

• Strategically-minded
  • You can prioritize across many moving pieces and keep a clear view of the big picture.
• Able to communicate effectively with external partners
  • You excel at clear and friendly oral and written communication in a variety of settings, including phone and video call presence, and email outreach.
  • You are capable of compelling stakeholders to take action using each of these forms of communication.
  • You take pride in translating complex information to a variety of audiences.
• Extremely organized and attentive to detail
• Adept at managing your own time as well as strategic projects
• Skilled in resolving live, unanticipated situations by using good judgment to make clear, timely decisions weighing often complicated tradeoffs
• Motivated by the opportunity to ease the unique challenges partners and voters increasingly face

You have experience:

• 3-5 years of experience in customer success or account management (SaaS B2B experience preferred)
• Serving as a front-line support contact for partners or customers
• Leading or substantively contributing to go-to-market strategies
• Working closely with technical teams
• Managing the work of others, as a direct supervisor or project manager
• Public speaking
• Using (or an ability to quickly learn how to use) the following tools:
  • Partner Engagement: Mailchimp, Squarespace, Salesforce
  • Communications: Slack, Gmail, Zoom
  • Productivity: Google Workspace, Confluence, Jira, ProdPad, Asana

It’s a plus if:

• You have performance management experience, including hiring, directing priorities, and delivering performance reviews
• You have experience (paid or volunteer) or personal interest in nonpartisan voter participation or civic engagement

How we work

Because elections take place everywhere, our employees work from practically every state in the union. We embrace working remotely as the default. Our positions require regular, daily use of a computer (including the use of Google Workspace and Slack) to conduct work and communicate with colleagues. We also have regular operating hours (10 am to 6 pm Eastern, Monday to Friday).

For those who prefer to work from an office, we are headquartered in Brooklyn, NY, and we provide support for co-working spaces around the country. We are happy to share more details about the office, including accessibility information, as on-site visits are planned.

Benefits

As a member of the team, some of the benefits you’ll enjoy include:

• 100% employer-paid medical, dental, and vision option for you and your dependents
• 12 floating holidays and 25 days of Paid Time Off (PTO) per year
• 12 weeks of paid parental leave
• $1000 towards professional development activities

We also offer a 403(b) retirement plan, stipends for equipment and internet reimbursement, and annual Calm or Headspace subscription reimbursements.

To Apply

Please attach your resume and answers to the following questions:

• How did you find this job listing?
• Why are you interested in this role and working at Democracy Works?
• Briefly describe your professional experience in customer success or account management.
• Briefly describe your experience managing people or overseeing the work of others.
• Do you have experience helping customers implement software as a service (SaaS) or technology? Y/N
• Are you authorized to work lawfully in the United States for Democracy Works?

Our Commitment to Diversity, Equity & Inclusion (DEI) in Hiring

Democracy Works is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

As part of our application, you’ll see an optional form used to collect U.S. Equal Employment Opportunity Commission (EEOC) demographic information. Please note the categories used in this survey are set by the EEOC and may not reflect all existing categories.The data collected in this form is anonymized and is used in our EEOC reporting and in ongoing assessment of our recruitment practices.

Democracy Works follows the I-9 requirements of the Immigration Reform and Control Act of 1986. Immigration sponsorship is not available for this position, and you must possess your own work authorization in the U.S. now and in the future to continue working in this position.

Please reach out to hr@democracy.works if you have any questions about our process or if you need an accommodation for a medical condition during the hiring process.