Client Success Manager (Salesforce)

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.

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Our mission: to help nonprofit organizations grow and thrive.

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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 (CTG) is seeking a Client Success Manager (CSM) to join the Services team who will bring these same values and passion to help mission-driven organizations. This is a full-time, salaried, client-facing position.
Job Summary:

In this forward-looking, proactive role, you will act as an account manager for a portfolio of mission-driven organizations. Some of the work is reactive, responding to tickets and request as they come in, but the expectation is that you look past the immediate ask: identify patterns, anticipate what may be coming next, and bring guidance and recommendations. 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 Salesforce and other technology platforms. You will deliver on commitments, manage workflows in a deadline-oriented work environment, and actively contribute to continuous improvement initiatives. Your work extends beyond standard managed services to include small projects and advanced technical services engagements, in partnership with Consultants and Technical Consultants. This role calls for a high level of ownership and the ability to navigate ambiguity.

You will have opportunities to expand your professional skills into new areas of technology, data, and analytics.
Job Responsibilities:

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Maintain a portfolio of clients who have contracted with CTG to support and strategically grow their CRM implementation and usage, focusing on user adoption and increased ROI, and onboard new clients as they join your portfolio

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Proactively manage client relationships and service delivery to ensure high client satisfaction and strong retention rates

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Serve as a trusted advisor across all areas of the client operation in order to maximize our reach within each client organization

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Represent your clients' interests in internal CTG planning and prioritization, to ensure their needs and existing commitments are accounted for

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Understand clients' business issues and processes, proactively recommend solutions within their technology stack, and ensure they are employing best practices to maximize platform value

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Lead client meetings and communicate directly with stakeholders to identify, document, assign and deliver requirements

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Manage client support needs and escalations, delegating and overseeing billable work across Technical Analysts, Technical Consultants, and other CTG resources to maximize efficiency for each client in your portfolio

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Lead quarterly road mapping and strategy calls with stakeholder leadership; identify expansion opportunities and partner closely with Sales to execute on them

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Plan and deliver small projects and advanced technical services agreements for clients in your portfolio, partnering with Consultants and Technical Consultants on scoping, sequencing, and delivery

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Deliver end-user training to clients or work with Technical Analysts and Technical Consultants to plan trainings

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Create business process documentation and contribute to the Craftsman knowledgebase

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Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients.

Required Qualifications:

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Salesforce Certified Administrator credential