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Vice President of Community Impact



Atlanta, GA, USA
Posted on Monday, August 28, 2023
TechBridge seeks a Vice President of Community Impact. The VP of Community Impact will report to the Chief Executive Officer and will lead business development, sales, and implementation of technology solutions for nonprofits. The VP’s primary focus will be business development, sales, customer support, and customer success.This is a highly visible and front-facing role with our nonprofit customers and local partners. The VP will engage with diverse nonprofit customers and collaborate closely with internal teams to ensure that TechBridge delivers on its promise. He/she will have experience building high-performing teams that achieve goals and manage customer projects according to timelines, deliverables, and budgets. The VP must possess a deep understanding of customer journey mapping, technology, data management, tech deployment and resourcing, financial analysis, and developing internal protocols that enable a customer support team to ensure customer satisfaction consistently.The ideal candidate must possess a strong understanding and deep ties to the nonprofit community and the technology industry. The VP is a revenue generator for TechBridge and is responsible for leading a large segment of our business. The VP will bring strong business acumen and the ability to draw from various business models and delivery methodologies that will contribute to successful customer success. Equally significant to this role is the ability to track all customer projects and proactively identify and mitigate risks that might delay project completion, exceed project budgets, or impact our NPS. This leader will have a strong track record of success in establishing cost-effective and resource-effective management.The VP of Community Impact must have strong empathy for customers and a passion for revenue and growth. The successful candidate will be a creative thinker with a customer/client focus and possess the ability to handle sensitive issues in a confidential, tactful, and organized manner. As a member of the executive team, this leader will have the ability to perform a variety of complex and diverse tasks involving good judgment, integrity, flexibility, accuracy, and collegiality. Core Competencies
  • Servant leader who is passionate about driving community impact in hunger relief, homeless support, social justice, and workforce development.
  • National thought leader with strong relationships and knowledge in TechBridge’s four pillars of hunger relief, homeless support, social justice, and workforce development.
  • Responsible for all earned revenue generation for TechBridge technology consulting services and products. Responsible for multi-million dollar revenue generation annually
  • Develop comprehensive go-to-market strategies for all TechBridge services and products and all TechBridge pillars.
  • Creates a strategic plan and executes activities Focused on growing and enhancing outreach and outbound sales. Comfortable being a thought leader on panels, attending conferences and summits, attending community meetings, and initiating introductory meetings with prospective nonprofit customers.
  • Nurture and steward relationships with TechBridge’s large, established customers
  • Drive Community Change:
    • Collective Action Strategy
    • Build on HomeBridger Work with UW Nashville, ARCHI, Community Foundation West Georgia
    • Sell HomeBridger-like products and services to Collective Action Collaboratives: StriveTogether and their Network, National Fund for Workforce Solutions and their Network, Community Solutions and their Network, etc.
  • Very knowledgeable about the fundraising, program management, and outcome measurement needs of nonprofits.
  • Familiar with the technology needed by nonprofits. (Donor Management Systems, Client Management Systems, Outcome Measurement Systems, Online Donation Platforms, Email Marketing Platforms, Events Platforms, Volunteer Management Systems, Accounting Systems, etc.)
  • Proficient in technology (Microsoft, Salesforce, Trello, LucidChart, Canva, DocuSign, etc.)
Technology Leadership
  • Deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.
  • Communicate and drive the technology vision for the customer experience and instill confidence in customer-facing processes for both customers and internal teams.
  • Drive, manage, and cultivate relationships with the customers through digital engagement and customer meetings.
  • Deliver advanced technology services that create maximum value for all customers across the portfolio.
  • Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base.
Operational and Delivery Excellence
  • Planning and managing budgets, watching monthly, weekly, daily spend, billable hours, resource allocations, and driving cost efficiencies.
  • Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand.
  • Create and implement a portfolio consulting business model that helps customers take full advantage of the product capabilities across their business lifecycle.
  • Optimize process, cost, and talent resourcing by addressing inefficiencies; establishing protocols and rigor around team delivery, timelines, budget, and customer support.
  • Combine the customer journey across the products into a single flow that maximizes the touch points and value creation opportunities for each customer.
  • Create and maintain customer segmentation and provide value to each segment concurrently.
  • Drive synergies along with the Community Impact, Consulting, Delivery, and Finance teams to accelerate value and productivity across product lines and geographies without jeopardizing customer happiness.
  • Work with Project Managers and Finance to track a P&L at the customer and vertical level.
  • Excellent communication with customers and partners. Serve as the escalation point for customer related issues.
  • Create reports in Salesforce to track and manage projects
  • Responsible for accurate project status reporting in Salesforce
  • Responsible for managing project accounting and billing in Salesforce
  • Meet regularly with Project Managers and customer stakeholders to monitor overall project health. Focus on delivery of projects on time, on budget, and with wild customer satisfaction.
  • Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational levels.
People Leadership
  • Continuously optimizing a strong, performance-oriented Customer Support and Customer Success team and culture; effectively lead change as the organization continues to scale and evolve.
  • Create organizational structures that optimize the customer experience across the portfolio and our products
  • Bringing together a global team focused on the greater good, committed to solving difficult problems in creative ways.
  • Encouraging a culture of collaboration across teams to cultivate positive morale, retention, and performance.
  • Attracting and retaining top talent; develop a local employer brand to drive Engineering recruitment.
  • Experience coaching up Managers, Directors, and team members, growing talent internally and externally.
  • With partnership from Human Resources, implement effective and consistent performance reviews and training programs.
  • Collaborative leading and participation in company-wide initiatives and social events.
Key Performance Indicators:
  • Net promoter score
  • Customer satisfaction
  • Project revenue billed
  • Retained customers
  • Sales of follow-on projects
Required Qualifications:
  • Consulting and project management experience
  • 10+ years managing customer-facing teams across multiple regions
  • Data-driven
  • Sales and post-sales experience, especially in outbound sales and customer retention
  • Salesforce product knowledge
  • Microsoft product knowledge
  • Ability to communicate with non-technical customers in their own language
  • Proven experience in implementing customer success best practices
  • Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents.
  • Passionate about producing high-quality work and customer delight
  • Exceptional verbal and written communication skills
  • Successful track record of leadership as it relates to building collaboration and consensus between disparate groups; a leader who can gain buy-in from his/her organization around cohesive execution strategies.
  • Ability to build and sustain excellent relationships cross-functionally and at multi-levels internally and also with partners and customers.
Job Benefits:At TechBridge, we value our employees and cultivate an atmosphere of inclusivity, diversity, and innovation. We have great benefits, all within a remote working environment. We value transparency and communication among all staff and strive to foster a community where we connect, have fun, and learn together. We encourage professional development and opportunities for growth. TechBridge is committed and active in the communities we serve and offers opportunities to connect and volunteer.This role is a full-time remote work position. Fulltime benefits are offered – medical, dental, and vision insurance. 401K matching and generous time off – vacation, sick, and personal days. IMPORTANT APPLICANT INSTRUCTIONS Please include your salary requirements in your COVER LETTER.