(For U.S. roles, TechSoup only hires from the following states: Alabama, Arizona, California, Colorado, District of Columbia, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Mississippi, Montana, North Carolina, New Jersey, New Mexico,New York,Ohio,Oklahoma,Oregon,Pennsylvania,South Carolina, Tennessee,Texas,Utah,Virginia,Washington, Wisconsin)

About TechSoup

We believe in using technology for the greater good.

We’re a fully remote, diverse team, working from all parts of the world. We invite you to join us in our mission to build a dynamic bridge that leverages technology to enable connections and innovative solutions for a more equitable planet.

TechSoup is a global nonprofit social enterprise that connects NGOs with mission-critical resources worldwide. For over 30 years, we’ve been building partnerships with individuals, corporations, nonprofits, and governments across the globe. Together, we are committed to helping organizations grow via our unifying technology platform, resources, and connections. Those organizations, in turn, build a brighter future for tens of millions of people. We serve both the smallest and largest nonprofits around the world through sustainable, low-cost, self-service offers delivered at scale. To date, we have enabled more than 1.4 million organizations in over 230 countries and territories receive technology tools, resources, and funding with a retail value of more than $19.1 billion. We are constantly evolving.

As technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits have the resources they need to build a brighter future for their communities.

We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join our global team.

Position

TechSoup is looking for a Product Manager to join our Solutions and Services team and to be responsible for managing technology services that will support and sustain nonprofits worldwide so that they can be more effective at driving positive change in the world.

TechSoup Services Product Managers play a critical role in the success of TechSoup’s Services and Solutions Program – maintaining, and evaluating impactful, accessible, sustainable, and contextualized global services and solutions that foster digital resilience and transformation of social impact organizations. Product Managers are responsible for leading all aspects of TechSoup’s services management including ongoing service management, operational delivery reporting, and evaluation, and delivery partner (vendor) relationship management. Product Managers closely coordinate with teams across TechSoup and its global regional centers to ensure excellence in service delivery. The role requires management of multiple services simultaneously..

Duties and Responsibilities

Product Management

• Maintain a high level of Service Innovation by finding and proposing new technology services that are relevant to the success of our network partners.
• Produce and maintain a Quarterly roadmap of services.
• Monitor performance and quality of services offered by TechSoup, and delivered in partnerships or in house, and provide recommendations for service or operational improvements.
• Research and identify service growth opportunities

Service Management, Reporting & Evaluation

• Maintain and improve services’ documentation - service kits and ensure consistent understanding and implementation across the global network, identifying bundling or co-promotion opportunities for services and related products, and conducting surveys to improve, expand, services and assess impact.
• Monitor and report on performance of assigned service portfolio to ensure success.
• Regularly gather and assess customer and delivery partner feedback through established channels to improve service-specific templates and resources
• Support existing and new customers through customer service platform (ZenDesk)
• Work closely with product implementation teams to recommend new features and improvements for overall success of digital applications based on customer feedback
• Coordinate with the Marketing team and regional centers on development of product marketing materials and promotion of solutions & services
• Work with regional centers around the world to control quality and consistency of the service

Delivery Partner Management

• Manage relationships with service delivery partners to ensure customer satisfaction and identify ways to improve the service delivery process
• Support Delivery partner engagement with TechSoup including managing special projects proposals and implementation
• Manage contracts with delivery partners to ensure structured and consistent partnership
• Review and approve delivery partner invoices for timely payment
• Regularly gather customer and partner feedback to improve service offers and/or delivery
• Identify potential new external partners (corporations, foundations, NGOs, government entities, etc.) with whom we can co-create new services and offers, and develop relationships and negotiate partnership deals.

Grants Management

• Manage and support grant deliverables that fund services delivery, solution development and usage
• Conduct executive level internal and external presentations and trainings to secure solution funding, demonstrate key functionality, and promote solution usage
• Set up intake process and evaluate new resource, service, and product recommendations within the platform

Other

• Bring proposals to create new services, consolidate services, or retire services from portfolio
• Identify, plan, and execute on special projects that support the efficient and successful team management and delivery of services

Qualifications

Any combination of education and experience that provides the required skill and knowledge base for successful performance in this role would qualify.

Required

• Product management
• Strong written and oral communication skills
• Relationship management
• Resource development/creation
• Data management

Preferred

• Procurement, Contract management and negotiation skills.
• Financial forecasting
• Social impact experience
• Technology and/or product management experience
• Public speaking and/or executive presentation skills
• International experience (cross cultural skills, localization, global product development)
• Clear and diplomatic communication skills: ability to communicate (orally and in writing) ideas, objectives, processes and policies clearly so that they can be understood and acted upon easily, particularly for TechSoup and TechSoup Global Network (TSGN) staff for whom English is a 2nd language.
• Impact evaluation and/or financial forecasting of program results based on projected adoption or uptake
• Project planning and delivery: experience designing, setting up, and managing new programs or projects involving multiple parties or contributors, including cross-functional team project management and coordination.
• High level of customer service skills towards external and internal customers.
• High level of analytical skills.

Education

• Bachelor's degree or equivalent preferred.

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance

The base salary range for this full-time remote position is $68,000-$105,000 plus benefits. TechSoup determines salary ranges based on role, level, and location. The range reflects the minimum and maximum targets for new hire salaries for the position across all US locations. Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands. TechSoup offers a comprehensive benefits package, including medical, dental, vision, retirement, and other perks.

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