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.

• 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 clients who have contracted with CTG to maintain and strategically grow their CRM implementation and usage, focusing on user adoption and increased ROI

• Proactively manage client relationships and service delivery to ensure high client satisfaction, strong retention rates, and identification of growth opportunities

• Serve as 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 technology portfolio

• 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, Technical Consultants, 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 to execute on them

• Ensure that clients employ best practices, are leveraging their technology effectively and that their platform is optimized for maximum value

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

• Manage available billable time across Technical Analysts, Technical Consultants, and other CTG resources to maximize efficiency and productivity for each client in your portfolio

• 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 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 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:

• $90,000 - $100,000

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 contiguous United States. We are unable to hire candidates living outside the United States.

• Direct applicants only; no recruiters.