Customer Success Manager

Ceeva•Pittsburgh, PA

17d•Hybrid

About The Position

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.

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
A registered vehicle and a valid Driver's License

Nice To Haves

Experience preferred with Microsoft 365 Suite, CRM systems, cloud and SaaS services
Ability to work in a fast-paced deadline-oriented environment

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