Above and Beyond: How iWave’s Award-Winning Client Success Team Empowers and Delights Nonprofit Clients
Blog Post by Penny Rennie, Director of Client Success, iWave
You’ve probably heard the inspirational quote “we rise by lifting others”, but as someone who has worked in customer service for 20 years, in both for-profit and not-for-profit industries, I’ve never seen a team that lives by that saying more than the iWave Client Success Team. A true testament to this dedication is our recent award for the highest Satisfaction Score among solutions in Donor Prospect Research in G2’s Winter 2021 Grid Report. iWave was also named #1 highest rated solution in the Leader quadrant and awarded the top spot in the G2 Momentum Grid for Donor Prospect Research. Being honored with this award that is based on real-time user reviews by nonprofit professionals reinforces our team’s commitment to providing top-notch support to empower nonprofits.
Delivering An Outstanding Experience
Every day, I am surrounded by people who are passionate about nonprofits and their missions. Their excitement to empower our clients to succeed is contagious. I began my iWave journey in March of 2020 in my role as Director of Client Success. My job is to support and enable each Client Success Manager and Client Support Specialist to deliver an outstanding experience for our clients. I joined the iWave team because I share the same values about building and delivering a client-focused product that has a meaningful impact in helping nonprofits reach their fundraising goals.
A Culture of Support
iWave’s Client Success team is made up of CSM’s and Support, and each member comes into work each and every day with a single goal: to delight our clients. Our focus is to find solutions that are tailored to the individual needs of each client. We recognize that no two nonprofits are the same, so we ask questions to understand our client’s goals and make recommendations on how iWave can support their missions. We really listen to our clients, and that is reflected in our product! If our clients have feedback or recommendations on how we can improve our features to better support them, we are quick to engage our Product Team to incorporate solutions. Since introducing our new platform in March of last year, this process has become even more nimble and responsive.
Transitioning to the New iWave Platform
Moving all of our clients onto our new platform was no small endeavor! Our support team worked tirelessly to provide a smooth transition for each and every one of our nonprofit organizations. We provided top-notch training to ensure that they felt confident with the new interface and technology. We built the new iWave platform after listening to the fundraising community, nonprofit industry leaders, and most importantly, our clients, to design and improve our platform to match the needs of the changing industry.
Our Mission to Support Your Mission
In order to be successful, we know that we have to put our client’s success first, and that is reflected in our approach to providing support and ensuring they are confident in the iWave platform. We are so proud to be acknowledged for our commitment to customer satisfaction and success and we will continue to strive to go above and beyond to help nonprofits fundraise with confidence.
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