Customer Success Manager

Ceeva; Pittsburgh (Allegheny County); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Company parties

Competitive salary

Dental insurance

Flexible schedule

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Profit sharing

Vision insurance

Job summary

Ceeva is seeking a Customer Success Manager to be the primary contact and trusted advisor for assigned client accounts. You will identify innovative solutions to meet business objectives and deliver personal attention and support to ensure positive client experiences.

The role involves planning, managing, and executing client projects, coordinating with engineers and internal teams, and proactively pursuing new business opportunities across client operations.

Qualifications

• Minimum 2-year degree in IT, Business, or applicable major(s).
• Client-focused with excellent communication skills – verbal and written.
• Experience with customer services management and IT project coordination.
• Experience with Microsoft 365 Suite and CRM systems.

Responsibilities

• Serve as the lead point of contact and client advocate for assigned client accounts.
• Develop trusted advisor relationships with key accounts and stakeholders.
• Understand client objectives and IT priorities and initiatives.
• Plan and budget for technology, cybersecurity, and related initiatives.
• Schedule and meet regularly with clients and their engineers.
• Coordinate with team resources to ensure positive client experience and on-time delivery.
• Prepare and present statements of work (SOW) and project proposals.
• Identify opportunities for additional business with existing clients.

Education

Minimum 2-year Degree in Information Technology, Business, or applicable major(s)

Tools

Autotask PSA

HubSpot

Microsoft 365

Datto Commerce

Job description

Ceeva Customer Success Manager

Benefits:

• 401(k)
• 401(k) matching
• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Free food & snacks
• Health insurance
• Opportunity for advancement
• Paid time off
• Profit sharing
• Vision insurance

Job Summary

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.

Primary Duties/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
• Utilize primary systems: Autotask PSA, HubSpot, Microsoft 365, Datto Commerce
Work closely with internal team members including Director of Technical Services, Director of Security Operations, Services Delivery Manager and other staff

Position 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
• Experience preferred with Microsoft 365 Suite, CRM systems, cloud and SaaS services
• Ability to work in a fast-paced deadline-oriented environment
• A registered vehicle and a valid Driver's License

What we offer

• $70,000 - $85,000 annual salary
• Medical, dental & vision insurances
• 401(k) & Profit-Sharing Plan
• Flexible remote workday – 1 day a week as agreed upon
• FSA/Section 125 Plan