Client Success Manager - Salesforce

October 28, 2023

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Craftsman Technology Group

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Fundraising and Development

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Description

• 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. 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.

Requirements

• 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. • 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. • General nonprofit experience, as well as commitment to the nonprofit sector. • 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.

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.