Customer Success Manager

Benefits:

401(k)

401(k) matching

Company parties

Competitive salary

Dental insurance

Flexible schedule

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Profit sharing

Vision insurance

Ceeva Customer Success Manager

Job Summary The Customer Success Manager (CSM) role is pivotal as a primary contact and trusted advisor to partner with prospects and clients to identify innovative solutions to meet business objectives and goals. The CSM acts as an advocate for their business objectives and IT challenges so they can achieve their desired goals. The CSM ensures clients receive personal attention, support, and are provided with positive client experiences. The CSM ensures that client projects are being planned, managed, and executed correctly and effectively.

Primary Duties/Responsibilities

Serve as the lead point of contact and client advocate for assigned client accounts

Develop trusted advisor relationships with key accounts and account stakeholders

Develop understanding of client business objectives, IT priorities, and initiatives

Work with clients to strategically plan and budget for technology, cybersecurity and tech-adjacent initiatives

Schedule and meet regularly with assigned clients and their assigned technical engineers

Maintain client contracts in coordination with supervisor

Collaborate on, construct, review, and present statements of work (SOW), project SOW, and product/service proposals

Provide internal feedback on how to better service our clients

Coordinate with team resources to provide a positive client experience through successful project implementation and active communication

Ensure timely and successful delivery of our solutions according to customer needs and objectives

Develop new business with existing clients and identify areas of improvement

Proactively manage day-to-day client needs, reporting progress to managers, and identifying new business opportunities across the client’s full range of operations

Assist with challenging client requests or issues and escalations as needed

Effectively advise and convey technical ideas, issues, and solutions to a technical and non-technical audience

Travel to local client sites for client meetings

Utilize primary systems: Autotask PSA, HubSpot, Microsoft 365, Datto Commerce

Work closely with internal team members including Director of Technical Services, Director of Security Operations, Services Delivery Manager and other staff

Position Requirements

Minimum 2-year Degree in Information Technology, Business, or applicable major(s)

Minimum 3-5 years’ experience in a position with similar responsibilities of those required for this position

Client-focused with excellent communication skills – verbal and written

Excellent time management

Experience with customer services management, information technology project coordination, multi-tenancy or customer environments

Experience preferred with Microsoft 365 Suite, CRM systems, cloud and SaaS services

Ability to work in a fast-paced deadline-oriented environment

A registered vehicle and a valid Driver's License

What we offer

$70,000 - $85,000 annual salary

Medical, dental & vision insurances

401(k) & Profit-Sharing Plan

Flexible remote workday – 1 day a week as agreed upon

FSA/Section 125 Plan