In an industry where every dollar and every minute saved can be redirected toward a critical cause, the quality of a technology partner’s customer service is more than a convenience—it’s a mission multiplier. This principle was cast into the spotlight as Momentive Software, a technology provider for over 37,000 mission-driven organizations, announced that its SVP of Client Support, Karl Jaufmann, has received a bronze Stevie Award for Customer Service Leader of the Year.
The recognition comes from the 20th Annual Stevie Awards for Sales & Customer Service, a globally recognized competition often dubbed the “Oscars of Business.” With over 2,100 nominations from 41 nations evaluated by 150 professionals, the award validates a core tenet of Momentive’s philosophy: that supporting the organizations who serve our communities is a profound responsibility. For the nonprofits and associations relying on Momentive’s software to manage everything from fundraising to member engagement, this award signifies a commitment that goes beyond code to the very heart of their operations.
The Human Impact of High-Touch Support
For-profit businesses often view customer service through the lens of retention and revenue. For nonprofits, the stakes are fundamentally different. Their “customers” are a diverse ecosystem of donors, volunteers, and service recipients, each with unique needs and motivations. Industry experts emphasize that excellence in serving these groups directly correlates with an organization’s ability to achieve its mission. Strong support builds the trust necessary for sustained donations, fosters the loyalty that keeps volunteers engaged, and ensures that individuals receiving aid can navigate systems without added friction.
The judges for the Stevie Awards specifically highlighted this real-world impact, underscoring how Jaufmann’s leadership benefits nonprofits that “rely on Momentive’s software to serve their communities.” This connection between back-office support and front-line impact is crucial. When a nonprofit’s fundraising platform is functioning seamlessly and its staff can get quick, effective help, they have more time to focus on strategic initiatives, grant writing, and community outreach. This efficiency is not just an operational gain; it translates directly into more meals served, more individuals sheltered, and more research funded.
This focus on human-centric service is a powerful differentiator in a sector where user reviews for technology providers are often mixed. While some competitors are praised for support, others are frequently cited for long wait times and a lack of responsive help, creating significant hurdles for resource-strapped organizations. By delivering what judges called a new “standard of excellence,” Momentive positions its service not as a cost center, but as an integral part of its value proposition to the social good sector.
A Blueprint for Transformation
Karl Jaufmann’s award was not for maintaining the status quo, but for orchestrating a fundamental turnaround. The Stevie Award judges lauded his leadership as “transformational,” crediting his work with having “restored client confidence.” This suggests a deliberate and successful effort to overhaul the company’s support function from the ground up.
The press release points to a “data-driven, performance-focused approach” that yielded concrete results: customer satisfaction (CSAT) scores consistently above 98%, significant gains in meeting Service Level Agreements (SLAs), and dramatic reductions in support ticket backlogs. These metrics, while sounding like corporate jargon, represent tangible improvements for clients. A 98% CSAT score indicates that nearly every interaction with the support team is a positive one. Improved SLAs mean clients get help faster, and reduced backlogs mean complex issues aren’t left to languish. This operational rigor, combined with what Momentive’s COO Mike Shea described as “deep empathy for the mission-driven organizations we serve,” forms a powerful blueprint for customer service excellence.
This approach aligns with what customer success experts call a “Human-to-Human” (H2H) strategy, which prioritizes direct feedback, practical training, and a focus on core user needs. By automating certain processes to reduce backlogs, Jaufmann’s team was able to free up human agents to handle more complex, high-touch inquiries, fostering a deeper partnership with clients. This blend of efficiency and empathy is precisely what mission-driven organizations need from their technology partners.
Service as a Strategic Pillar for Future Growth
The timing of this award is particularly significant as Momentive Software prepares for its next major strategic push: the rollout of MomentiveIQ. Launched in January 2026, MomentiveIQ is an ambitious AI-powered platform designed to unify the disparate data streams within a nonprofit—from fundraising and events to learning and finance—into a single, intelligent dashboard. By using AI agents and analytics, the platform aims to eliminate data silos and provide leaders with the clarity needed to make strategic decisions and deepen their impact.
As COO Mike Shea noted, Jaufmann’s work is “instrumental as we roll out MomentiveIQ, ensuring our clients not only receive exceptional support but gain even greater insight and value from our platform.” The statement highlights a critical understanding: as technology becomes more sophisticated, the need for exceptional human support does not diminish—it grows. Introducing a powerful AI platform requires a robust support infrastructure to help organizations with adoption, integration, and maximizing their return on investment. Clients need assurance that as they embrace complex new tools, a knowledgeable and empathetic human expert is ready to help them navigate the journey.
In a competitive market where platforms like Salesforce Nonprofit Cloud offer power but can be complex to manage, and others like DonorPerfect and Classy win praise for user-friendliness and support, Momentive is staking its claim. The Stevie Award for Jaufmann serves as external validation that the company’s investment in its support leadership is a key competitive differentiator. It sends a clear message to the 37,000 organizations it serves—and to the broader market—that as Momentive’s technology advances, its commitment to the people using it remains its foremost priority. This synthesis of advanced AI and award-winning human support may well define the next chapter for mission-driven organizations striving to make a greater impact.
