Client Success Manager

Summary

Join Craftsman Technology Group, an employee-owned firm supporting nonprofits, as a Client Success Manager (CSM)! In this client-facing role, you'll manage a portfolio of nonprofit organizations, providing support, addressing operational needs, and fostering growth. You will build trusted advisor relationships, drive CRM adoption, and guide clients in using cloud-based technology. This position requires strong account management skills, the ability to manage workflows in a deadline-oriented environment, and a commitment to continuous improvement. Opportunities exist to expand your skills in Salesforce, data analytics, and more. The role is full-time salaried and offers a hybrid or virtual work option.

Requirements

• Salesforce Certified Administrator credential
• Salesforce Certified Sales Cloud Consultant or Nonprofit Cloud Consultant within 90 days of hire
• 2 years’ experience using Salesforce in a technical capacity
• General nonprofit experience, as well as commitment to the nonprofit sector
• Experience professionally managing customer/client relationships to ensure consistently high satisfaction levels, manage expectations, and problem solve
• Experience building trusted advisor relationships across multiple levels of a client’s organization
• Ability to perform comfortably in a deadline-oriented work environment, along with the ability to thrive in a role where multitasking and rapidly shifting priorities can be the norm
• Confident in preparing for and facilitating both client facing and internal meetings
• Ability to identify where current client processes are sub-optimal and make recommendations for improvement
• Commitment to learning technology skills, nonprofit practices, and the nonprofit sector
• Outstanding probing and listening skills
• Ability to travel on occasion

Responsibilities

• Maintain a portfolio of client's who have contracted with CTG to maintain and strategically grow their CRM implementation and usage, focusing on user adoption and increased ROI
• Build and maintain strategic partnerships with your client organizations by understanding their organizational structure, mission, and the characteristics of your stakeholders
• Be a trusted advisor across all areas of the client operation in order to maximize our reach within each client organization
• Understand clients' business issues and processes and articulate the appropriate solutions within the context of their CRM system
• Lead client meetings and communicate directly with stakeholders to identify, document, assign and deliver requirements
• Respond to client support needs, manage escalations, and collaborate with Technical Analysts, Developers, and other Craftsman resources to delegate work as needed
• Lead quarterly road mapping and strategy calls with stakeholder leadership. Identify expansion opportunities and partner closely with Sales and Professional Services to execute
• Ensure that clients employ best practices, are leveraging their CRM effectively and that their platform is optimized for maximum value
• Deliver end-user training to clients
• Manage client’s available billable time across Technical Analysts, Developers, and other CTG resources to maximize efficiency and productivity
• Serve as a client advocate within CTG to ensure current and future client requirements are met
• Onboard new clients to Managed Services, including hands-on training and guidance with best practices
• Create business process documentation and contribute to the Craftsman knowledge-base

Preferred Qualifications

• Demonstrated history of increasing client satisfaction, adoption, retention and advocacy
• Experience working with and/or supporting third-party Salesforce applications, such as FormAssembly, Click & Pledge, Nintex, etc
• Demonstrable experience in technology project deployment

Benefits

• Company-supported medical, dental, vision
• Company-provided short- and long-term disability
• 401k & Roth IRA retirement options with a company match (available 90 days after hire date)
• Employee ownership (engaged 6 months or 1,000 hours after hire date)
• 4 weeks accrued paid-time-off (PTO) per year
• 10 paid company holidays and 2 paid floating holidays (individual’s choice) per year
• CTG’s commitment to professional development and advancement
• Work culture aiming toward work/life balance