iCarol is currently seeking candidates to fill the position of CSIS – Client Support Implementation Specialist.
This is a remote position open to anyone living in the United States or Canada.
The person in this role provides application support to iCarol customers involving implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client.
Those with at least 2 years of experience working at a helpline, preferably both on the phones and in an administrative role, and those with at least 2 years of experience as an iCarol Admin are particularly encouraged to apply.
Applications will only be accepted at the Harris Computer Workday site using the Apply button above. Email or phone call solicitations will not be accepted.
iCarol is currently seeking a candidate to fill the role of Solutions Expert on our Business Development Team! This is a remote work position open to anyone in the United States or Canada.
We are looking for someone who is a self-starter, charismatic, and highly motivated to hunt for, identify, qualify, and closing high quality business opportunities. An ideal candidate will have an understanding, passion, or experience working with not-for-profits, and experience using iCarol Software.
To read the full job description and apply, please visit our Careers Page.
The Autism Society of North Carolina is currently looking to fill the position of Advocacy Database Specialist.
The Advocacy Database Specialist will manage and develop information on resources available to support people with autism, their families and the professionals who serve them in North Carolina. This staff person would be responsible for ASNC’s iCarol database and online resource directory including development, entry, and maintenance of community resource listings, database reporting functions, monitoring quality and accuracy of all database information, and training and supporting users of the iCarol Connection and Resource system. The position supports the Advocacy Departments work by assisting department staff with administrative duties.
This job is a partial work from home, and partial work from one of our regional offices, so you must be close enough to one of our office locations to commute as well. For a list of locations, click on your county and see if a local office location is listed https://www.autismsociety-nc.org/find-help/#
Essential Duties and Responsibilities include:
Operate the web-based information and referral database used by staff as well as the online Resource Directory used by the public. Determines appropriate means by which to accomplish this integral responsibility.
Research, enter and update statewide listings of community resources for people on the autism spectrum and their families.
Contact community organizations by phone and email to verify information.
Review and edit written content for grammar, spelling errors, and length.
Attach standardized classification system terminology to resource entries using the AIRS standardized taxonomy for human resources, as well as develop effective search keywords.
Develop and utilize content formatting and standardization rules, resource updating processes, other database policies, and training materials.
Communicate changes in database program services to staff and public.
Assist staff to help local ASNC chapters and support groups with the publication of local community resource guides.
Develop new and creative ways to use database and its information to further the mission of ASNC.
Review database system contacts entries for accuracy and problem solve with supervisory staff to improve data collection.
Train and support iCarol Connection system users.
Assist staff with development of system reports for internal and external audiences.
Assist Advocacy Department staff with administrative support work including but not limited to preparing and maintaining state lobbying reports, preparing ASNC info packets for elected officials, maintaining evaluation records, chapter volunteer background checks and availability of volunteers, compiling information and updating records, mailing packets of materials including Welcome Packets, securing locations and handling logistics for events, taking notes at meetings, arranging travel and other duties as assigned.
Other duties as assigned in support of the mission of the organization.
Qualifications include:
Attention to detail: is thorough when performing work; double checking for accuracy of information to ensure precision and high quality of work.
Time management and task prioritization skills; can set priorities and adjust them as needed to meet urgent needs.
Ability to problem solve; can analyze, develop solutions, test results, and use feedback to make modifications.
Excellent writing skills with an emphasis on correct grammar and the ability to summarize and edit written content. Skills testing may be a requirement of employment.
Superior computer skills: Use of MS Office Suite and internet research skills required; familiarity with information and referral databases and/or standardized taxonomy is preferred. Computer skills tests may be a requirement of employment.
Able to use excellent customer service skills to interact by phone, email/letter, or in person with a diverse array of community resource organizations, families, individuals on the autism spectrum and other stakeholders.
Acceptance of feedback from a variety of stakeholders and the ability to use to improve performance.
Education Requirements:
Bachelor’s degree (B. A.) from a four-year college or university in human services, library and information sciences, database management, or related field and one year of experience in customer service, research, and/or data entry; or an Associate’s degree in one of the above fields and two years related experience; or a High school diploma and an equivalent combination of education and experience.
Supervisory Responsibilities:
Monitor, coordinate and instruct volunteers and/or interns
Are you looking to start a new career opportunity in 2022? We have several openings on our team at the moment, and are currently accepting applications! iCarol is looking to add team members to our Business Development Team in the role of Inside Sales Professional, and our Client Support and Implementation Team in the role of Client Support Implementation Specialist (CSIS).
The Inside Sales Professional is responsible for searching for new leads and opportunities to add more organizations to the iCarol family. This sales team member helps connect prospective customers with the right iCarol solutions for their agency and works with them to close the sale. Learn more about this open position.
The Client Support and Implementation Specialist 1 (CSIS1) is responsible for implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client. The CSIS is accountable for ensuring continuity of computer system services by providing the technical expertise, the assistance and project coordination necessary to maintain computer software products, and resolve technical problems. Learn more about this open position.
Director of Business Development and Marketing – Remote
We are currently accepting applications for the position of Director of Business Development and Marketing.
The team member in this position is responsible for the day-to-day management of the Sales department, including Marketing and Communications. This position manages all employees of the department and is responsible for the performance management, hiring and training of the employees within that department.
What your impact will be:
Gather and analyze market data and industry trends.
Develop relevant annual sales strategies that are congruent with market analyses of a competitive sector
Build and execute against aggressive growth plans
Build strong prospect/customer relationships
Generate leads through all necessary channels
Build a strong pipeline of qualified prospects
Attend sales presentations
Achieve sales goals and enable team to achieve targets through efficient management and constant support
Prepare reports detailing the status of all accounts
Prepare and maintain the monthly sales bookings forecast
Work to create a marketing brand
Oversee conference attendance and participation to help drive new business and grow the market awareness of the company.
Manage/realign territories as needed
Understand and monitor the win/loss rates to be able to determine ROI for each activity. Understand the sales cycle within each vertical and design sales strategies that drive organic growth.
Handle the financial resources (revenue and spending allocated to the department, cost control, etc.) and provide forecast updates and reporting as required.
Make sure customers are satisfied during and after service delivery and process complaints, if any
Be an ambassador for the use of iCarol and suggest best practices for its use
Some travel is required.
Collaboration with other iCarol teams and departments to seek out and share ideas for process improvements to help guide the company’s growth and ensure a quality product for our client base.
What we are looking for:
3 to 5+ years of experience in software or institutional sales management
Superior oral and written skills
Demonstrated ability to determine and then transform customer needs/requirements into an opportunity for the company
Strong business development experience
Experience in client prospecting or seeking funding or partnership opportunities
High level of problem solving and analytical skills
Experience carrying a sales quota and achieving success of this quota Experience building out a high-performance team
Ability to work in a team and be hands on with customers in achieving their success
Strong critical thinking skills, decisiveness, and willingness to appropriately accept risk
Experience in industry, technology needs associated to industry, and in introducing new products is an asset
Experience with Zoho CRM and managing a CRM as an administrator.
What will make you standout?
iCarol software experience
Previous experience selling to charitable or non-profit organizations, securing funding, or building successful partnerships/programs, for a non-profit is preferred.
Client Support Implementation Specialist (CSIS) – Remote
Are you a current or former user of iCarol Software with a belief in and passion for the missions of non-profit helplines and contact centers? Would you enjoy guiding new iCarol users through their onboarding process as they prepare to use iCarol at their not-for-profit helpline? Do you enjoy troubleshooting problems to find solutions, and guiding people to answers that will help them? If you answered “yes” to these questions, you could be the next member of the iCarol Support Team!
We are currently accepting applications for the position of Client Support and Implementation Specialist
The Client Support and Implementation Specialist 1 (CSIS1) is responsible for implementing new name and back to base sales, answering complex questions, contributing to a knowledge base, and advocating for the needs of the client. The CSIS is accountable for ensuring continuity of computer system services by providing the technical expertise, the assistance and project coordination necessary to maintain computer software products, and resolve technical problems.
What your impact will be:
Configure new systems and features and train clients how to use iCarol to best meet their organizations’ needs
Monitors and answers incoming support chats and tickets, working directly with customers to help solve problems
Resolves issues or escalates issues to CSIS2 when more expertise is needed
Assists with release management by testing bug fixes and software enhancements, and other upgrade rollout tasks as required
Stay abreast on the latest developments in software through self-learning/training
Uses discretion to effect timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns
Maintains client relationships
Aids in creating and providing support documentation
Identifies solutions for customers related to potential up sales, escalating to the Sales Team when needed
Exercises sound professional judgment in analysis of problems to: (1) attempt hardware/software solution by screenshare, or (2) decide proper level of maintenance required to solve problem
Other duties as assigned
What we are looking for:
Honesty, patience, and motivation are core values of the iCarol team
A passionate belief in the mission of help lines and respect for their callers
A high degree of responsiveness to client requests and issues
Strong proficiency and comfort using computers and the web
General to intermediate knowledge of computers, internet browsers (Internet Explorer, Google Chrome, Mozilla Firefox, etc.) and Microsoft Office products (Word, Excel, PowerPoint)
Project management skills will be a plus
Due to the nature of the work our clients do (ie. you will have access to client ePHI), our policies require you to sign a confidentiality agreement and pass a basic criminal background check in addition to annual HIPAA security training.
What will make you standout?
At least 2 years of experience working at a help line, preferably both on the phones and in an administrative role
Do you have understanding or experience working with not-for-profits?
Are you a self-starter, charismatic, and highly motivated with some prior success in hunting for, identifying, qualifying, and closing high quality business opportunities?
We’re seeking an Inside Sales Professional to join our Business Development team! As an Inside Sales Professional you will be responsible for closing leads, as well as hunting for new opportunities.
What your impact will be:
Identify the needs of the customer, demonstrate the benefits of the software, and present the iCarol solution to not-for-profit organizations, growing the customer base with new clients, as well as enhancing relationships with existing customers
Hunting and qualifying new business opportunities
Qualifying and closing high quality business opportunities
Finding the best solution to fit the needs of our customers
What we are looking for:
Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
Technical aptitude
Proven sales experience
High character, be trustworthy, authentic, and do what you say you will do
A desire to learn with the ability to be trained, take responsibility for your actions, and can be coached to improve
Ability to work well autonomously, and be authentic in their abilities and demeanor
An inquisitive, self-starter, highly motivated for success
What would make you stand out:
Experience working with the iCarol solution
Previous direct sales experience, an understanding or experience working with not-for-profits
Experience selling SaaS
Experience in information technology or software sales
What we offer:
3 weeks’ vacation and 5 personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Employee stock ownership and 401K matching programs
Postpartum Support International (PSI) is searching for a qualified candidate to join their team in the role of Data Manager/Quality Improvement Specialist.
PSI is looking for someone to manage the Case Management Software and HelpLine reporting. This is a work-from-home position and is fully remote. You are the sole Data Manager/Quality Improvement Specialist in the organization, providing database and quality improvement management, and communicating with non-technical staff and board in our non-profit organization.
Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the ability to communicate with a variety of interdisciplinary teams and users, and the ability to show patience along with a clear understanding of technical issues while explaining in clear terms to non-technical staff. Candidates must be comfortable in an environment that priorities diversity, equity, and inclusion, and in an organization that works to address systemic inequities.
Your goal will be to ensure that our technology and network infrastructure runs smoothly and efficiently, and to coordinate with a variety of internal stakeholders regarding the specifics of their web pages, database information, and related technical systems.
The Data Manager/Quality Improvement Specialist reports to the Hotline Project Director and works collaboratively with other staff, board members, and Case Management System vendor to implement strategic solutions.
Primary responsibilities include:
Manage and optimize Case Management Software application, status, and improvements for HelpLine/Hotline Operation
Devise and establish database management and quality improvement systems to support the implementation of organizational strategies
Oversee database management and quality improvement, monitor key performance indicators, and evaluate them according to established goals
Research and implement technical improvements and solutions to database system and communication integration
Monitor performance and maintain systems according to requirements
Make recommendations to improve key performance indicators
Troubleshoot issues and outages, work with team to respond to surges or natural disasters
Develop expertise to assist in staff and volunteer training in case management system
Assist in the development of internal documentation of database case management systems
Resolve technical issues, detect patterns of occurrences and coordinate with staff regarding handling resolutions to persistent problems
Manage data collection, surveys and reports, including monthly and ad-hoc reports, as needed
Contributes to the interpretation of data analysis and reports. Presents findings in easy-to-understand terms.
Use on demand and ad hoc queries and reports to review, monitor, and report on evaluation outcomes
In order to qualify for the role, the ideal candidate will possess the following experience:
Database management: 2 years (Required)
Quality management: 2 years (Required)
QA/QC: 2 years (Required)
English (Required)
US work authorization (Required)
Bachelor’s (Preferred)
Microsoft Excel: 5 years (Preferred)
Survey design: 1 year (Preferred)
Network monitoring: 1 year (Preferred)
One to three years of related experience is required
Experience working with data management systems and reports. Experience with iCarol CMS preferred.
Experience with data collection, entry, quality assurance, visualization, and reporting
Experience with survey and assessment design
High level of computer proficiency
Degree in social science, statistics, or a related field
This remote work position pays a salary of $70,000 USD per year and benefits include: Health and Vision Insurance and Health Savings Account; Tuition Reimbursement; Employee Discount; Retirement; Paid Leave, and more.
iCarol is posting this career opportunity on behalf of Postpartum Support International. Postpartum Support International is an equal opportunity employer. Postpartum Support International will not discriminate and will take measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression. www.postpartum.net
Family & Children’s Service Nashville is looking for a Data Manager to assist with the implementation and maintenance of databases, data collection systems, and strategies that optimize the efficiency and quality of data. In coordination with the Director of Data Analytics, this position helps maintain the data infrastructure to support operations, including reporting and quality assurance. This position will also support a partner nonprofit agency with database administration and reporting.
Responsibilities Include:
Create, refine, and generate reports on data and outcomes.
Identify and interpret trends or patterns in complex data sets.
Provide technical support for end users for databases and data collection systems.
Assist in quality assurance reporting by filtering and cleaning data to locate and correct problems.
Troubleshoot systems to ensure error-free functionality and end-user satisfaction by conducting research on specific issues related to individual queries or systemic issues.
Do you have sales experiences, experience working in or with a not-for-profit, or Admin Experience with iCarol Software? If you said yes to two or more of these, you could be the person we need!
iCarol is currently seeking candidates to fill the position of Solutions Expert, which is a sales representative role. Below is our full job listing. Interested parties can apply using the link at the bottom of this listing!
Solutions Expert/Sales Representative
The Solutions Expert is a sales representative that is part of the Business Development Team and reports to the Director of Business Development. As a Solutions Expert, you will join the Sales Team with a primary focus on new prospects to increase new sales and help with the overall growth of the company, and additional sales to current clients to ensure stability for the future of the company.
As a Solutions Expert you will work remotely within Canada or the United States. Depending on location, an office may be available at one of our many offices, if the successful candidate prefers to work within an office setting.
What we are looking for:
Experience as a sales representative
Some technical aptitude
High character, be trustworthy, authentic, and do what you say you will do
A desire to learn with the ability to be trained, take responsibility for your actions, and are able to be coached to improve
Ability to work well autonomously, and be authentic in their abilities and demeanor
Self-starter and highly motivated for success
What would make you stand out:
Experience in information technology or software sales
Experience working in a not-for-profit setting or demonstrated understanding of not-for-profit structure and needs
Experience working with the iCarol solution, preferably as an iCarol Administrator
What we can offer:
3 weeks’ vacation and 5 personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Employee stock ownership and 401K matching programs
Lifestyle rewards
Flexible work options
About us:
CharityLogic, a division of Harris Computer, is the makers of iCarol software. iCarol is the first and only commercially available, subscription based, helpline software management system that automates all the processes associated with managing contacts and providing iCarol Messaging (live chat and texting/SMS). While iCarol was originally built specifically for non-profit helplines, our solution serves not-for-profit agencies and government organizations of many different scopes and types who serve people in need not just over the phone, but in-person, on the web, and through live chat or texting conversations.
