[FT, Remote] Hiring @ FreeWill: Head of Professional Services
Toni Moletteri
FreeWill is an award-winning, social-good startup that has partnered with 1000+ nonprofits who support our mission while raising more than $6.6B in bequests to charities since we were founded in 2017. We’ve been featured in the New York Times, Forbes, Oprah’s magazine, and our co-CEOs have even been named to Town & Country’s “Top 50 Philanthropists” list.
All of this is because we’ve figured out how to make some powerful (but complicated!) ways to donate much easier and more accessible. Our products make things easier for the donors who want to change the world and for nonprofits doing heroic work around the planet.
In the last 5 years, we’ve grown from 5 people to 200+ (all smart, tenacious, and kind), and continue to grow. We’d love to have you be a part of this adventure. Check us out on Glassdoor!
We are seeking a smart, tenacious, kind, and experienced Head of Professional Services with excellent communication skills for this new role at FreeWill. You will be responsible for standing up a new department and several new offerings from FreeWill to the nonprofit market. You will be responsible for hiring and growing a team to provide services such as semi-custom microsites and CRM integrations to nonprofits. You will be working closely with all departments, but especially with Sales, R&D, and Customer Success in order to integrate these offerings closely with the rest of our product and services suite.
You must have demonstrated the ability to work at a fast pace with a high level of accuracy and excellent attitude. Both detailed work and high level analyses are major components of the job, and handling things quickly, correctly, and efficiently are core elements to success.
This role will report to our head of product, Andrew Wilcox.
FreeWill has set compensation and a non-negotiation policy for fairness reasons (we don't think that an individual's pay should be determined by how comfortable they are negotiating). As a result, we like to be transparent and up front about the compensation. When we make an offer, we provide multiple options so that employees can choose between compensation packages that prioritize salary or stock options. The salary range for this role will be between $150,000-$170,000. We also have historically offered competitive annual raises.
Responsibilities- Scope, hire, and grow the professional services team (e.g. web developers, visual designers)
- Create the strategy, pricing, and packaging of our professional services offerings by working closely with revenue operations, sales, and customer success
- Manage clients who need services projects from FreeWill, including setting expectations, managing concerns, iterating on the solution, and helping clients meet their deadlines.
- Deliver projects with consistent time standards - including both custom microsite projects as well as CRM integration projects
- Manage the budget for the professional services team, working towards an ideal margin profile for the business
- Create processes so that our services offerings will be delivered in a consistent, repeatable way (e.g. a project management template), balancing out-of-the-box vs. custom scoping
- Deeply understand needs of our clients around planned and major giving fundraising and ideate on the next professional services offerings we can roll out
- 6+ years of experience in professional services, customer services, enterprise solutions, web development, engagement management, implementation management and/ or product management
- Experience running customer engagements and managing all aspects of customer expectations
- Experience working inter-departmentally with sales, and customer success teams to ensure proper roll out and implementation of services
- Experience project managing microsite customization with CMS systems (e.g. Wordpress, Drupal, Squarespace)
- Experience working at a nonprofit tech company
- Superior communication skills and fine-tuned attention to detail
- Comfort moving quickly in a fast-paced environment
- Smarts, tenacity, and kindness
- 2+ years experience managing people on a professional services team at a SaaS company or at an agency is a plus
- Experience project managing custom data integration projects (especially with nonprofit CRMs) is a plus
- Knowledge of planned giving and the full-service needs of planned giving microsites is a plus
- Experience building and delivering new services offerings is a plus
- Experience managing budgets and forecasts for a services organization is a plus
In addition to the immense personal and professional satisfaction you’ll gain from helping to raise $1T for high impact nonprofits in a kind and joyful work environment, full time employees at FreeWill are eligible for the following benefits:
- Work from home
- Unlimited PTO
- Flexible hours
- Competitive salary
- Commuter benefits
- Company stock options
- 401k
- Medical/Dental/Vision (some single coverage medical plans are 100% employer paid, subsidized rates for spousal, parent-child, and family coverage)
- Short-term and long-term disability insurance
- Life and AD&D insurance
- Free One Medical membership
- Paid parental leave for all parents
- Option to work from our new, beautiful NYC office, located in the Financial District
- Fully paid trips, such as an annual work retreat in a relaxing location
- Regular (virtual) team events
- $250 monthly co-working budget which can be used for local co-working spaces (for team members located outside of the NYC metro only).
- $300 annual budget to outfit your home office or cover utility bills
- $1,000 referral bonuses for growing our FreeWill community
- $1,000 annual professional development budget
FreeWill is an equal opportunity employer and we value diversity. We are committed to finding talent that is not determined on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.
We are a remote-first company that’s able to hire in 47 states and D.C. Unfortunately, we are unable to hire in Colorado, Alabama, or Louisiana at this time. For this role, we can consider visa transfers for candidates who are currently authorized to work in the U.S. on a valid visa.