Client Success Manager Salesforce
Client Success Manager Salesforce
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USD 72500 - 87500
1 Vacancy
Job Description
Craftsman Technology Group is an employeeowned firm that supports missiondriven 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 clientfacing fulltime salaried position.
Job Summary:
In this forwardlooking 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 cloudbased technology platforms. You will deliver on commitments manage workflows in a deadlineoriented 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 CSMs professional skills into new areas of the Salesforce platform advanced data and analytics and more.
Job Responsibilities:
Maintain a portfolio of clients 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 enduser training to clients.
Manage clients 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 handson training and guidance with best practices.
Create business process documentation and contribute to the Craftsman knowledgebase.
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 clients organization.
Ability to perform comfortably in a deadlineoriented 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 suboptimal 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 thirdparty Salesforce applications such as FormAssembly Click & Pledge Nintex etc.
Demonstrable experience in technology project deployment.
Salary Hiring Range:
$72500 $87500
Job Location:
Boston MA (hybrid) or virtual (contiguous US)
Benefits:
Companysupported medical dental vision
Companyprovided short and longterm disability
401k & Roth IRA retirement options with a company match (available 90 days after hire date)
Employee ownership (engaged 6 months or 1000 hours after hire date)
4 weeks accrued paidtimeoff (PTO) per year
10 paid company holidays and 2 paid floating holidays (individuals choice) per year
CTGs commitment to professional development and advancement
Work culture aiming toward work/life balance
Important Note:
Applicants must be eligible to work in the US. H1B sponsorship is not available.
Our headquarters is in Boston MA with a strong virtual culture of staff located throughout the contiguousUnited are unable to hire candidates living outside the United States.
Direct applicants only; no recruiters.
Required Experience:
Manager
Employment Type
Full-Time
