Jobs
>
Boston

    Client Success Manager - Boston, United States - Craftsman Technology Group LLC

    Craftsman Technology Group LLC
    Craftsman Technology Group LLC Boston, United States

    3 weeks ago

    Default job background
    Description

    Job Description

    Job Description

    Craftsman Technology Group is an employee-owned firm that supports mission-driven organizations. Our work spans community and economic development, community health, arts and historical institutions, and organizations fostering inclusive communities. We believe technology can be an effective vehicle for change.

    • Our mission: to help nonprofit organizations grow and thrive.
    • Our values: be transparent and honest; be fair and accountable; be independent and objective; and be good to our staff, our communities, and the world.

    Craftsman Technology Group is seeking a Client Success Manager (CSM) to join our Managed Services team who will bring these same values and passion to help nonprofit organizations. A CSM is a client-facing full-time salaried position.

    Job Summary:

    In this forward-looking, proactive role, you will manage a portfolio of nonprofit organizations, meeting their support, operations, and growth needs, while also responding to issues as they may arise. You will be responsible for establishing and maintaining trusted advisor relationships, driving adoption, managing support, and working with clients to develop a strategic vision for their CRM investment.

    With your strong account management skills, you will advise and guide clients in using cloud-based technology platforms. You will deliver on commitments, manage workflows in a deadline-oriented work environment, and actively participate in contributing to continuous improvement initiatives. Above all, you will demonstrate a high level of ownership and ability to navigate ambiguity.

    You will have opportunities to expand your CSM's professional skills into new areas of the Salesforce platform, advanced data and analytics, and more.

    Job 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.
    Required Qualifications:
    • 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
    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.
    Salary Hiring Range:
    • $72,500 - $87,500
    Job Location:
    • Boston, MA (hybrid) or virtual (contiguous US)
    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
    Important Note:
    • Applicants must be eligible to work in the US. H1-B sponsorship is not available.
    • Our headquarters is in Boston, MA with a strong virtual culture of staff located throughout the ​​​​​contiguousUnited States. We are unable to hire candidates living outside the United States.
    • Direct applicants only; no recruiters.

    Powered by JazzHR

    GnADFcN2se

  • Khoury College

    Success Manager

    2 weeks ago

    Khoury College Boston, United States Full time

    About the Opportunity · JOB SUMMARY: · The Success Manager manages the student experience for specific programs within the EDGE team's portfolio to deliver on Northeastern's values around experiential learning. · This hire can be located at either the Boston, MA or Charlotte, NC ...

  • Rapid7

    Customer Success Manager

    2 weeks ago

    Rapid7 Boston, United States

    Customer Success Manager (CSM) · As a Rapid 7 Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. · ...

  • Zappi

    Customer Success Manager

    2 weeks ago

    Zappi Boston, United States

    At Zappi we take pride in helping some of the world's most influential companies transform the way they approach insights. We're developing tools and programs around them that allow our customers to be more proactive and strategic in the way they test and learn. Ultimately, helpi ...

  • HR Pals

    Customer Success Manager

    3 days ago

    HR Pals Boston, United States

    Job Description · Job DescriptionOur client is an industry-leading SaaS company helping customers easily organize and manage legal documents. As Customer Success Manager, you will report to the Director of Customer Success and support your business book from onboarding to renewal ...

  • Zappi

    Customer Success Manager

    2 weeks ago

    Zappi Boston, United States

    Job Description · Job DescriptionOur world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love. · We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we ...

  • Seekup Strategies

    Customer Success Manager

    2 weeks ago

    Seekup Strategies Boston, United States

    Job Description · Job DescriptionOur client is a Scientific Data and AICloud company that combines the world's only open, purpose-built, andcollaborative scientific data and AI cloud with deep scientific expertiseacross the value chain to accelerate and improve scientific outcome ...

  • athenahealth

    Manager, Customer Success Management

    4 weeks ago

    athenahealth Boston, MA, United States

    Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.The Opportunity: CSM Small Group Managers lead an operational plan incorporating goals and objectives ensuring athenahealth services and products support o ...

  • RadNet

    Customer Success Manager

    1 week ago

    RadNet Somerville, United States

    Responsibilities · Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet's success is ...

  • Deep Health Somerville

    Customer Success Manager

    2 hours ago

    Deep Health Somerville Somerville, United States

    Job Description · Job DescriptionResponsibilities · Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment ...

  • DeepHealth

    Customer Success Manager

    1 week ago

    DeepHealth Somerville, United States

    Job Description: · Artificial Intelligence; Advanced Technology; The very best in patient care. · With decades of expertise, RadNet is · Leading Radiology Forward . With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNets suc ...

  • RadNet

    Customer Success Manager

    2 hours ago

    RadNet Somerville, United States

    Job Description · Job DescriptionResponsibilities · Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment ...

  • DeepHealth

    Customer Success Manager

    1 week ago

    DeepHealth Somerville, United States

    Job Description: · Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNets success is ...

  • UpdatePromise

    Onboarder/Client Success Manager

    2 weeks ago

    UpdatePromise Boston, United States

    Onboarder/Client Success Manager · Department: Dealer Sales · Employment Type: Full Time · Location: Boston, Massachusetts · Reporting To: Chris Van Horn · Compensation: $70,000 - $84,000 / year · Description · Become a Part of the UpdatePromise Team · UpdatePromise does more tha ...

  • Sonde Health

    Customer Success and Operations Manager

    2 weeks ago

    Sonde Health Boston, United States

    Job Description · Job DescriptionJob Title: Customer Success and Operations Manager · Company: Sonde Health · Location: Can be based anywhere in the US · Job description · Sonde Health is the global leader in voice-based health tracking and data insights. Sonde's vocal biomarker ...

  • YozmaTech

    Senior Customer Success Manager

    2 weeks ago

    YozmaTech Boston, United States

    Job Description · Job DescriptionMain Responsibilities: · Ownthe voice of the customer by developing and maintainingcustomer relationships, preparing and leading onboarding new usersand identifying opportunities for product and service improvements. · Educatecustomers on the most ...

  • Snyk

    Senior Technical Success Manager

    2 hours ago

    Snyk Boston, United States

    Job Description · Job DescriptionEvery day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is w ...

  • UpdatePromise

    Onboarder/Client Success Manager

    2 weeks ago

    UpdatePromise Boston, United States

    Job Description · Job DescriptionDescriptionBecome a Part of the UpdatePromise Team · UpdatePromise does more than create industry changing products. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who ...

  • massuccot

    Technical success manager

    1 week ago

    massuccot Winthrop, United States

    Job Responsibilities: · Research and identify solutions to software and hardware issues · Diagnose and troubleshoot technical issues, including account setup and network configuration · Ask customers targeted questions to quickly understand the root of the problem · Track compute ...

  • Cambridge Mobile Telematics

    Senior Customer Success Manager

    2 days ago

    Cambridge Mobile Telematics Cambridge, United States

    Cambridge Mobile Telematics (CMT) is the world's largest telematics service provider. Its mission is to make the world's roads and drivers safer. The company's AI-driven platform, DriveWell Fusion, gathers sensor data from millions of IoT devices - including smartphones, propriet ...

  • Milliman

    Technical Client Success Manager

    3 weeks ago

    Milliman Cambridge, United States Full time

    Company Overview: · Leading with our core values of Quality, Integrity, and Opportunity, MedInsight is one of the healthcare industry's most trusted solutions for healthcare intelligence. Our company purpose is to empower easy, data-driven decision-making on important healthcare ...