Paige Tibbles Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Vancouver, Canada Area

As the Sr. Manager, Donor Experience, I am the public face—and voice—of Charitable Impact. I effectively build and manage ongoing relationships, while overseeing the work of those on my team doing the same. I’m a brand ambassador with a knack for active listening and problem solving. Acting as advocate for the client, I build trust between the brand and the user, while voicing clients’ concerns, wants, and needs to the organization. I provide consultation and strategic advice on Charitable Impact’s products and services, while empowering donors and other stakeholders through my support.My role is to help create the best possible experience for our donors, while identifying those who would benefit from our Advisor Support, and Philanthropic Advisory services. • Serve as an advocate for Charitable Impact’s everyday philanthropist, representing the voice of the donor internally. • Collaborate with the Director, Giving Operations, to discuss progress, emerging insights, and roadblocks of the Donor Experience team. • Monitor the health and performance of the team, by quickly identifying, surfacing, and resolving problems that stand in the way of providing outstanding service.• Provide leadership to the Donor Experience team and contribute to quarterly goal planning. • Work collaboratively with Charitable Impact’s product team to address upstream issues, address information gaps, and enhance messaging/routing.• Establish clear and efficient lead qualification to facilitate service needs identification and appropriate escalation. • Track, monitor and communicate the progress of implementation of product backlog items to ensure successful delivery of service objectives; develop, prioritize and continually refine the list of product backlog items.• Champion the development, training, go-live, and use of Salesforce CRM.

Working within the client success team, and collaboratively with our senior leadership, business development, product development, and marketing teams, I support clients and their communities by helping them realize their charitable goals. My role is to help create the best possible experience for donors, change-makers, charities, and businesses using Charitable Impact. As an Account Manager I consult clients in best practice philanthropic strategy, and lead the on-boarding of their internal and external communities. Additionally, I specialize in donor services, where I provide tailored solutions and a personalized experience to high net-worth individuals, in order to support them in achieving their charitable objectives. • Oversee the full client lifecycle: new client on-boarding, training, site launches, support, coaching, and long term follow up.• Develop and present materials, reports, and proposals, based on clients’ individual needs. • Facilitate large-scale donations to ensure a seamless experience.• Manage client development, coaching and mentorship.• Maintain a growth-minded approach to account management, while building a rapport with the sales team.• Follow up with clients to assure product understanding, respond to queries, solve problems and receive feedback.• Ongoing project management: metrics tied to company-wide goals. • Identify and champion opportunities to improve our client experience; solicit and share feedback on product systems and processes; implement appropriate systems to ensure smooth operation of client success.

Client Success is the backbone of Charitable Impact, servicing internal and external clients, with determination and empathy. The team embodies and executes on Charitable Impact’s ambition, by empowering communities to make the change they want to see in the world. Client Success invests in people and projects who are hungry to succeed, while simultaneously looking for opportunities to grow Charitable Impact overall. As the public face of Charitable Impact, I provide a delightful experience as the first touch point for all inbound client communication, while simultaneously building and managing ongoing relationships. • Educate customers on Charitable Impact's features and empower them with fundraising strategy best practices; provide recommendations based on customers’ needs and usage patterns. • Project management: organize outreach to prospective clients, and on-boarding for newclients, bringing resources from Client Success, BD, product, and Comms together.• Actively support Business Development team to provide seamless handoff of newbusiness clients. • Assist in developing processes that scale with the customer experience in mind (including Charitable Impact’s CRM and support / transactional systems). • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas of our company and product. • Look for opportunities to grow Charitable Impact and Benevoland overall.

• Attracted potential clients by answering product and service related inquiries; offered suggestions for the most appropriate solutions; interacted with current clients to provide exceptional service and thorough product support. • Resolved customer complaints and concerns via live chat and email; determined the cause of problems, identified the best solutions to rectify the problems, and provided follow up to ensure proper resolutions. • Successfully managed all company chargebacks, by providing detailed written and photographic evidence in document format, submitted to banks for chargeback reversal. • Diagnosed and resolved technical issues, while identifying and escalating cases based on priority, and redirected problems to the appropriate resources.• Coordinated after hours events and meet-ups, including the Vancouver Startup Foosball tournament, and a successful HackerNestVan meet-up.

• Worked with the society's Business Development Director to create a social media marketing strategy and business development plan designed to increase corporate sponsorship, volunteer numbers, and general awareness of the organization.• Developed strategies for increasing sustainable corporate sponsorship, volunteer numbers, and a general awareness of the organization and its activities.

Guest Services• Organized schedules of the admissions team members, imparting a positive influence while developing and training new team members.• Worked closely with supervisors, managers and team members to achieve operational objectives and successfully deliver on our mission statement to guests. • Recognized for enthusiastic and professional approach to ensure guest satisfaction on a consistent basis.

Master'S Specialization, International Business

Master Of Management, Business Administration And Management, General

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Kappa Kappa Gamma• Placed on the Dean's Honour List (top rank of students, based on academic success) Kappa.