Implementation Specialist - Keela

Hiring Locations:

Remote within the following locations in US and Canada

USA: California, Colorado, Florida, Georgia, Idaho, Massachusetts, Maryland, Minnesota, Montana, North Carolina, Nevada, Oregon, South Carolina, Tennessee, Texas, Virginia, and Washington only 

CANADA: British Columbia (BC), Alberta (AB), Manitoba (MB), and Ontario (ON) only

About Velora:

We’re excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora, with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable.

Together, our combined expertise spans fundraising, donor management, financial tracking, and communications—offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference.

We’re one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products.

We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the “about the role” section.

About the role:

Keela is a cloud-based CRM platform tailored specifically for nonprofits, designed to streamline donor management, fundraising, and communication efforts. It offers a suite of tools that enable organizations to manage donor relationships, automate routine tasks like gift acknowledgments and tax receipts, and execute targeted email campaigns. With features such as AI-driven donor insights and customizable dashboards, Keela empowers nonprofits to make data-informed decisions and enhance their fundraising strategies.

What will you be doing (your role)?

In this role, you will be responsible for the Implementation Services of our stellar Implementation team. As an integral member of our team, you’ll support our customers by completing professional services through all stages of their journey — whether you’re providing their initial onboarding, providing additional training or consulting to an existing customer, or creating a donation form for a long term customer’s next campaign. 

This role is an excellent opportunity to launch yourself into the Customer Experience and/or Technology industry! Not only will you help our customers succeed by completing their professional services, but you’ll also build relationships with customers and ensure they are set up for success in Keela by providing best practice advice, guidance, and support throughout the professional services process.

• Work with multiple customers (25-30) simultaneously to successfully manage and implement new clients and their data
• Develop deep knowledge of Keela’s software including expertise implementing and using Keela while staying current on the latest product features and enhancements
• Manipulate and transform data sets according to Keela's established best practices to improve customer quality of data and data organization
• Provide donor management expertise, and recommendations, to customers through consultative software set up, phone calls, and email follow up 
• Deliver strong project management, consulting, communication, and leadership skills managing expectations and delivering high quality solutions on-time, and within scope and budget
• Act as a liaison between customers and the product development team, conveying customer feedback and pain points to improve the software's functionality and user experience.
• Practice teamwork and collaboration within services, customer success, and sales to effectively coordinate project execution

Qualifications and Skills:

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a pool of candidates who want to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following, we encourage you to apply.

• 1+ years of experience in software implementation, project management and/or customer engagement
• Proficient in Excel, with a mastery of data manipulation and analysis, ensuring accurate and insightful reporting
• Outstanding customer services skills with strong desire to create value, solve problems, and delight customers
• Tech savvy and passionate about learning and managing multiple softwares at once
• Highly organized and self-motivated, capable of working independently to meet project deadlines and deliver exceptional results.
• Demonstrated experience in providing technical and customer support through email and calls, with a strong ability to troubleshoot and resolve issues effectively.
• Familiarity with Google Suite, Slack, and Salesforce is a bonus!
• Possesses a friendly, approachable demeanor and maintains a strong enthusiasm for learning and staying updated on industry trends and best practices..

• Excellent written and verbal communication skills
• Excellent organizational skills with the ability to multitask
• Quick learner and someone who is a go-getter
• A team player