客户成功经理（Salesforce）
Client Success Manager (Salesforce)
Craftsman Technology Group 是一家由员工拥有的公司，致力于支持以使命为导向的组织。我们的工作涵盖社区和经济发展、社区健康、艺术与历史机构，以及促进包容性社区的组织。我们认为技术可以成为变革的有效工具。
- 我们的使命：帮助非营利组织成长并蓬勃发展。
- 我们的价值观：保持透明和诚实；公平且负责；独立且客观；并对我们的员工、社区和世界友好。
Craftsman Technology Group（CTG）正在寻找一名客户成功经理（CSM）加入服务团队，将同样的价值观和热情带入，帮助以使命为导向的组织。这是一个全职、年薪制、面向客户的职位。
职位概述：
在这个具有前瞻性、主动性的职位中，你将作为一组以使命为导向的组织的客户经理。一些工作是被动的，需要响应工单和请求，但期望你超越当前的需求：识别模式，预判接下来可能发生的事情，并提供指导和建议。你将负责建立和维护值得信赖的顾问关系，推动采用率，管理支持，并与客户合作制定他们的CRM投资的战略愿景。
凭借你强大的客户管理技能，你将指导客户使用 Salesforce 和其他技术平台。你将履行承诺，在以截止日期为导向的工作环境中管理流程，并积极为持续改进计划做出贡献。你的工作不仅限于标准的托管服务，还包括与顾问和技术顾问合作的小型项目和高级技术服务。这个职位需要高度的责任感和在不确定环境中导航的能力。
你将有机会扩展你的专业技能到新的技术、数据和分析领域。
职位职责：
- 管理与 CTG 签约以支持和战略性地推动其 CRM 实施和使用的客户组合，专注于用户采用率和提高投资回报率，并在新客户加入时进行入职培训
- 主动管理客户关系和服务交付，确保高客户满意度和强留存率
- 在客户运营的所有领域担任值得信赖的顾问，以最大化我们的影响力
查看英文原文
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 (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:
- 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
- Proactively manage client relationships and service delivery to ensure high client satisfaction and strong retention rates
- Serve as a trusted advisor across all areas of the client operation in order to maximize our reach within each client organization
- Represent your clients' interests in internal CTG planning and prioritization, to ensure their needs and existing commitments are accounted for
- Understand clients' business issues and processes, proactively recommend solutions within their technology stack, and ensure they are employing best practices to maximize platform value
- Lead client meetings and communicate directly with stakeholders to identify, document, assign and deliver requirements
- 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
- Lead quarterly road mapping and strategy calls with stakeholder leadership; identify expansion opportunities and partner closely with Sales to execute on them
- 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
- Deliver end-user training to clients or work with Technical Analysts and Technical Consultants to plan trainings
- Create business process documentation and contribute to the Craftsman knowledgebase
- Responsibilities, expectations, and priorities may evolve over time to reflect the changing needs of the firm and our clients.
Required Qualifications:
- Salesforce Certified Administrator credential
- Claude Certified Associate-Foundations certification, held at hire or completed within 60 days
- 3+ years' experience in Salesforce administration or configuration, with demonstrated technical depth across integrations, platforms, or client environments
- Experience in and commitment to the nonprofit or public sector
- Experience professionally managing client relationships across multiple levels of an organization, maintaining high satisfaction, managing expectations, and establishing yourself as a trusted advisor
- Ability to perform comfortably in a deadline-oriented work environment and thrive amid multitasking and rapidly shifting client priorities
- Strong listening skills and the ability to ask incisive questions, with confidence preparing for and facilitating both client-facing and internal meetings
- Ability to proactively identify where current client processes are sub-optimal and recommend improvements, with comfort leading discovery and design sessions for new initiatives
- Commitment to learning technology skills and nonprofit and public sector practices
- Comfortable incorporating AI tools (such as Claude) into day-to-day business work
- 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, GoFundMe Pro, Apsona, or similar
- 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. We have a strong virtual culture with staff located throughout the contiguousUnited States and our hiring focus aligns with our current operational needs. We are unable to hire candidates living outside the contiguous United States.
- Direct applicants only; no recruiters.
Originally posted on Himalayas