Customer Success Manager

Job Description

Job Description

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

• $80,000 - $90,000 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