iWave develops software platforms that help education, healthcare, and nonprofit organizations fundraise with confidence. We serve over 2,500 clients worldwide, from Stanford University, to Doctors Without Borders, to your local United Way. When there is a fundraising goal to be met, or a prospect research challenge to be conquered, our clients continually turn to iWave when determining who to ask, how much to ask for, and when to ask.
iWave is partnered with a Silicon Valley-based Private Equity firm and thanks to our innovative products, dedicated team, and commitment to clients, iWave is entering a period of exponential growth.
The majority of positions are located in Charlottetown, PE, and Atlantic Canada, but remote may be an option for the right candidate. As a member of the iWave team, you will enjoy a competitive salary and benefits package, executive mentorship, and a collaborative work environment with a focus on excellence, passion, and fun.
Please email a resume with cover letter to jobs@iwave.com.
Open Positions
Client Success Manager
iWave develops software platforms that help education, healthcare, and nonprofit organizations fundraise with confidence. We serve over 2,500 clients worldwide, from Stanford University, to Doctors Without Borders, to your local United Way. When there is a fundraising goal to be met, our clients turn to iWave to determine who to ask, how much to ask for, and when to ask. iWave is partnered with a Silicon Valley-based Private Equity firm and thanks to our innovative products, dedicated team, and commitment to clients, iWave is entering a period of exponential growth.
What You’ll Do
- Drive client retention and growth among our customers by understanding their fundraising and prospect research needs, and helping them succeed in their mission
- Enable successful adoption of iWave to customers via communication of use cases and best practices
- Maintain a regular cadence of communicating with customers about their adoption and usage trends, sentiment, and mining for deeper engagement and upsell opportunities
- Pro-actively identify clients at risk of non-renewal and assist them to receive value from iWave
- Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
- Provide expert coaching to customers to enable them to maximize the value they derive from the iWave product
- Identify opportunities for customers to act as iWave advocates (e.g. testimonials, case studies)
- Marshall resources across the iWave teams as needed to support customers’ needs
- Represent the voice of the customer to better inform our sales process and product roadmap
- Be available, if needed, to represent iWave at conferences attended by our customers and potential customers
What We’re Looking For
- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience working with and a passion for non-profit organizations
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Results-driven mentality, with a bias for speed and action
- Strong analytical skills, with the ability to translate data into insights. Experience with Excel, PowerPoint and Salesforce CRM required
- A high level of accuracy and attention to detail is required
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Comfort in a start-up environment, we move quickly and wear many hats in a dynamic environment
- Valid passport and ability to travel to the US
INT/JR Software Developer
DEPARTMENT: IT
REPORTS TO: Vice President Product Development
JOB STATUS: Full Time
LOCATION: Charlottetown
ABOUT iWAVE:
iWave develops software platforms that help education, healthcare, and nonprofit organizations fundraise with confidence. We serve over 2,000 clients worldwide, from Stanford University to Doctors Without Borders, to your local United Way. When there
is a fundraising goal to be met, our clients turn to iWave to determine who to ask, how much to ask for, and when to ask. Thanks to our innovative products, dedicated team, and commitment to clients, iWave is entering a period of unprecedented growth. To
help support this growth, we are looking to add a Software Developer to our team.
Position Summary:
As a key member of the iWave Product Development team, this position is responsible for the design and development of high-quality features to improve our SaaS products in solving customer problems. These components play a critical role in the
delivery of future versions of the iWave solution and supporting products as well as the migration to an updated web platform.
Responsibilities:
- Back and front-end development and design within an Agile and DevOps environment
- Cross-team collaboration in product design, development and problem solving
- Work closely with other developers to develop a modern user interface and functionality
- Assist with creation of unit tests and other automated testing processes
- Other duties as required
Essential Skills and Qualifications:
- A University degree or college diploma in IT or Computer Science
- Experience in developing applications using a variety of technologies: Linux, SQL Server, bash-scripts, C#, HTML 5, JavaScript, PHP (or Java), CSS, JQuery, Angular, React or Vue JavaScript Frameworks
- Familiarity with Rest API, Docker, MySQL/MariaDB, Sphinx and other search engines such as Solr
- Knowledge of DevOps tools and workflows such as Jira or equivalents
Business Analyst Job Posting
JOB TITLE: Business Analyst
DEPARTMENT: IT
REPORTS TO: Director of Product Management
JOB STATUS: Full Time
LOCATION: Charlottetown
About iWave:
iWave develops software platforms that help education, healthcare, and nonprofit organizations fundraise with confidence. We serve over 2,000 clients worldwide, from Stanford University to Doctors Without Borders, to your local United Way. When there is a fundraising goal to be met, our clients turn to iWave to determine who to ask, how much to ask for, and when to ask. Thanks to our innovative products, dedicated team, and commitment to clients, iWave is entering a period of unprecedented growth. To help support this growth, we are looking to add a Business Analyst to our team.
Position Summary:
As a key member of a highly collaborative team and growing company, this position is primarily responsible for overall requirements gathering and support throughout the software development lifecycle in an agile environment. This position will also support the Product Management function and it’s responsibility to deliver the Product Roadmap which requires flexibility, adaptability, innovative thinking, and self-motivation to succeed.
Responsibilities:
- Elicit and document product and system requirements from internal and external stakeholders, ensuring they are translated into the appropriate context when necessary.
- Conduct meetings to gather feedback for requirements, workflow diagrams, wireframes, use cases, scenarios and other formats, which will be used to provide direction to developers and project teams.
- Decompose product vision and features into user stories and help maintain a prioritized list of features based on feedback from the product owner and other stakeholders.
- Self-organize to pull on technology resources and departments as needed to ensure objectives/goals are successful.
- Serve as a point of contact and help identify solutions to business, technology, and customer problems.
- Drive improvements and standards across the technology department through process optimization and agile strategy.
- Other duties as required.
Essential Skills and Qualifications:
- College diploma or university degree in the field of business administration, computer science, or information technology with a minimum of 5 years experience.
- Excellent communication and presentation skills.
- Experience with business and software requirements analysis, design, and verification.
- Understanding of software development life cycle concepts (SDLC).
- Strong analytical and problem-solving skills.
- Understanding of Lean and Agile methodologies would be an asset.
- Strong aptitude when it comes to learning new technologies and enjoys solving problems.
- Extensive experience in all areas is not required, but a passion and self-motivation to learn new skills and technologies and the ability to adapt to a fast-paced and changing environment is mandatory.
Business Development Representative
Position Summary:
Reporting to VP of Sales, the Business Development Representative (BDR) would work with our current group of Account Executives (AE) in developing our pool of sales leads. Activities include generating outbound leads using both phone and email, supporting sales efforts and campaigns, maintenance of our CRM and other related tasks. In this position, you will also assist with product inquiries, industry research and following through with lead requests. Throughout the lead qualification process, you will learn to identify the specific needs of prospects, and how iWave’s products/solutions meet those needs.
Responsibilities:
- Generate outbound leads using input from AE’s, marketing campaigns, targeted lists of prospects and existing CRM accounts
- Manage outbound leads generated using the in-house CRM
- Ensure a smooth hand-off of leads to the AE team
- When appropriate, book online demonstrations with prospects
- Participation and support in marketing programs and events
- Participation in sales strategy sessions
Essential Skills and Qualifications:
- Comfortable in a fast-paced, results-oriented environment
- Exceptional interpersonal skills and ability to develop strong working relationships inside and outside of iWave
- Creative, resourceful, detail-oriented, highly organized
- Bachelor’s degree or diploma in business, marketing or a related field
- Prior work experience in sales or marketing
- Ability to work with minimal supervision and be a self-starter
Client Support Specialist
JOB TITLE: Client Support Specialist
DEPARTMENT: Client Success
REPORTS TO: VP Sales & Client Success
JOB STATUS: Full Time
LOCATION: Charlottetown
About iWave
Since 1991, iWave has been developing online prospect research and fundraising tools that empower nonprofit organizations to fundraise with confidence. We compile the most comprehensive wealth and charitable giving data in the industry and package it in easy to use tools that help development professionals determine WHO to ask, HOW MUCH to ask for, and WHEN to ask. It’s simple, in order for nonprofits to be successful in their fundraising efforts, they need to know and understand their prospects’ capacity and inclination to give. But rather than spending their time and resources searching, “Google-ing”, and jumping from source to source, we bundle the best wealth and philanthropic information in the industry into user-friendly software solutions.
Position Summary
Client Success is absolutely vital to our long-term vision. We will not be successful unless our clients are realizing massive value from our fundraising intelligence service.
You are an engaging, detail-oriented person who wants to work in a dynamic and growing technology services company. You love a teamwork environment and strive to provide the highest level of client service possible. You take initiative, are willing to learn, and want to be part of something where you can make a meaningful impact. You are an excellent communicator and continue to build relationships by way of in-person, phone, and written communication.
Position Responsibilities:
Support, Training & Onboarding
- Participate in development of training materials with client team.
- Assist in the set up of new accounts, maintaining records and other clerical duties.
- Work with clients on booking and conducting of training sessions, making follow up calls according to the training plan.
- Work with the onboarding team bringing best in class 1:1 training to our amazing clients.
- Provide Level 1 technical support for iWave products via tickets, phone and chat.
- Analyze, track and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction.
- Apply analytical skills and technical knowledge to solve product problems ranging from simple to complex.
- Prioritize issues based on severity and customer impact.
- Handle sensitive escalation issues and conflicting/competing priorities.
- Maintain product knowledge of new functionality and compliance changes.
- Participate in coverage plan, including on-call and holiday coverage.
- Create content for all parts of the Customer Lifecycle. That content can be documented in PDF format, videos, blogs, and social media. No bounds, we want the best information easily available to our clients.
- Participate in webinars and other events sharing the iWave experience.
- Improve client experience, perception, and satisfaction.
- General administrative support as required with Support Center website.
- Updating and presenting project performance and utilization reports & dashboards
Skills & Requirements:
- 5+ years work experience in a related role demonstrating excellent analytical, organizational and a high amount of emotional intelligence
- Exceptional verbal and written communication skills, and the ability to explain complex concepts to non-technical people
- Excellent time management and prioritization skills in continually changing work environment
- Experience working as part of a team in a structured environment with defined targets and deliverables
- Basic understanding of IT desktop and network infrastructure with an emphasis on how technology works within small to mid-sized organizations
- Experience and understanding of cloud-based solutions (SaaS)
- Willingness to learn – enthusiastic and willing to do whatever it takes to get the job done!
