Customer Success Manager

People Driven Technology•Grand Rapids, MI

About The Position

People Driven Technology, Inc is a fast-growing, family-owned technology integrator delivering innovative IT outcomes across the Midwest. With decades of combined experience in business, technology, and engineering, we focus on creating simple, scalable outcomes for our customers. Guided by values of integrity, passion, and teamwork, we prioritize the success of our customers over revenue, building lasting relationships with both customers and strategic partners. The Customer Success Manager (CSM) is a passionate and results-driven individual that thrives on serving clients in a fast-paced environment. As a CSM, you will be assigned to larger clients to foster client advocacy and organization in service delivery. The CSM positions themselves as the relationship lead and as the client’s business partner. Along with driving an exceptional service experience, the CSM is tightly aligned with both the Account Executive and the delivery Engineers in adoption of purchased products and expansion of technology use cases.

Requirements

Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Finds joy in cultivating relationships with clients as an extension of their team.
Must be self-directed and self-motivated to deliver exceptional client outcomes.
Ability to turn ambiguity into action.
Proven ability to manage multiple projects at a time while paying strict attention to details.
Ability to work in a fast-paced and dynamic environment.
Ability to collaborate in a cohesive team environment.
Familiarity with ConnectWise PSA or similar PSA platform.
Relevant exposure to the IT services industry.
Bachelor's degree in a related field or equivalent work experience.
3+ years’ experience in a customer success, project management, or related role.

Nice To Haves

PMP certification preferred, but not required.

Responsibilities

Develop and maintain strong, long-lasting client relationships by becoming a trusted advocate to a dedicated portfolio of clients.
Be the primary owner of your client's hardware and software lifecycle.
Monitor scheduled and unplanned support requests to adhere to contracted SLAs, escalating where required.
Collaborate with clients to define and track key performance metrics and ensure they are meeting their overall business objectives.
Leverage knowledge of each client account to develop and maintain account-specific Success Plans.
Identify and drive technology adoption initiatives applicable to your client's use case.
Provide regular updates, reporting, and periodic business reviews to clients and PDT leadership on customer success outcomes and engagement.
Identify and address any potential issues or risks that may impact client satisfaction or retention.
Work closely with internal teams including Professional Services, Engineering, and Support to ensure customer satisfaction and retention.
Coordinate with Sales and Architects on increasing business opportunities within the account base.
Perform other duties, as assigned.