Customer Success Manager

Ceeva is hiring a Customer Success Manager

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About us:

Ceeva: IT Confidence as a Service

Ceeva brings IT best practices, the best rates, and the best engineers to protect our clients’ best interests.

We aren’t a typical IT services company. Ceeva provides IT leadership and tactical support to organizations with grand missions and limited IT resources, such as non-profits and engineering, construction, and manufacturing companies. Our clients trust us with all their technical needs, including Help Desk, systems configuration, cloud migrations, disaster mitigation, tech training, and preparing for the next big thing in technology – whatever that may be.

Ceeva provides strategic, tactical, and operational IT leadership and IT support under one roof.

Ceeva tailors its services to each client’s environment, investments, and objectives rather than compelling clients to standardize on our preferred products. And since we put cybersecurity and strategic thinking at the core of everything we do, Ceeva has become the “go-to” resource for organizations seeking absolute confidence in the integrity of their technology: today and down the road.

Ceeva is a “people first” organization.

We strongly believe in maintaining a healthy work/life balance. We feel it is essential to mental and physical health and helps to provide exceptional client service.

Our Core Values:

Respect: We value every client and employee, their perspectives, their goals, and their environments, and we remain empathetic to their challenges.

Enthusiasm: We put our souls into our work, showing absolute dedication to quality service and meaningful relationships.

Reliability: In everything we do, we are responsive, prompt, punctual, accurate, communicative, honest, and we take every precaution with our clients’ systems, data, and operations.

Constant Improvement: We continue to evolve and learn –remaining curious and open to new developments, new realities, and new methods to help our clients achieve their goals.

Always remember, we’re talking to humans.

We always speak and behave in a way that embraces the expansive and diverse world of work between business and IT and makes clear our authentic motive to help. We’re careful to avoid robotic tech lingo or at worst dehumanizing language that comes across as cold or unfeeling.

Authentic, never contrived. Life is real enough; it doesn’t need to be exaggerated.

Smart, yet always humble. We are intelligent, cultured and successful, but never boastful.

Confident, never arrogant. We don’t use fancy words. Speak straightforward, but not didactic.

Helpful, never gimmicky. We are genuinely obsessed with helping people get good jobs,

because we know it makes their world and our world better.

Kind, never snarky or mean-spirited. We want to help in a genuine way. We never judge or demean.

Modern, reflecting the current world of work. We strive to be current, rooting our work in the latest data.

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Job Summary

The Customer Success Manager (CSM) and Project Coordinator (PC) role is pivotal as the primary contact and trusted advisor able to partner with prospects and clients to identify innovative solutions to meet business objectives and goals. The CSM/PC acts as an advocate for their business objectives, able to help them with IT challenges so they can achieve their desired goals. The CSM/PC ensures our clients receive personal attention, support, and are provided with a positive client experience. The CSM/PC ensures that our client projects are being planned, managed and executed upon 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 customer stakeholders

· Develop understanding of client business objectives, IT priorities, and initiatives

· Schedule and meet regularly with assigned clients

· 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

· Coordinate with team resources to provide a successful project implementation and active communication

· Ensure the 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 request or issues escalations as needed

· Effectively advise and convey technical ideas, issues, and solutions to a technical and non-technical audience

· Some travel required as necessary for client meetings

· Primary Systems: Autotask/Datto PSA, Datto RMM, Datto Commerce, Microsoft 365

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

· Must have experience with customer services management, information technology project coordination, multi-tenancy or customer environments

· Preferred experience with Microsoft 365/Azure Suite, cloud services administration, Autotask, Datto

· Ability to work in a fast-paced deadline-oriented environment

· A registered vehicle and a valid Driver's License