Client Success Manager

Greystone Technology is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved.

We’ve redesigned the way technology services are provided – from the ground up. We don’t start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.

If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It’s as common sense as it is revolutionary.

We are looking for a Client Success Manager (in other companies your job title could be Customer Success Manager or Customer Advocate ) to join our Client Success team. The Client Success Manager is responsible for client relationship support, managing client outcomes by collecting and analyzing data, creating retention strategies and delivering feedback to clients. This role can be located in Denver, Boulder or Fort Collins.

Core Responsibilities

• Acts as a support and escalation point for client support teams within the company, protecting revenue and relationships
• Manages strategic processes (BlueSky, Roadmaps, Success plans, etc) for assigned client group
• Provide insights and reporting to clients to ensure that they get the most out of the service, and team members to ensure client initiatives are effectively supported
• Plan and facilitate new client onboardings, strategy meetings, and other initiatives in support of service teams
• Collaborate with service line leaders and client support teams to assist with renewals and expansion opportunities

Required Skills, Experience, and Attributes

• Experience in a Manage Service Provider is required
• Previous experience in a customer success, business development, or technical sales capacity
• Previous experience in managing Client relationships
• Fundamental knowledge on technology concepts
  • e.g. operating systems, networking, cloud computing, etc.
• An ability to connect on a human level with people at all levels of Greystone and our clients’ organizations
• An ability to create structure in challenging situations and create effective processes
• An awareness of how technology impacts business
• Strong communication skills, both verbal and written
• Organizational skills; both analytical and problem solving
• A proven ability to maintain confidentiality and discretion around sensitive client and contract issues
• A proven ability to manage multiple tasks and meet deadlines
• The ability to work in a directed autonomy environment
• An empathetic approach to solving client problems
• A positive, courteous demeanor
• A passion for solving problems
• Receptive to candid feedback
• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Project management experience is a plus
• Experience with ConnectWise or other service-related software
• An understanding of how ticketing systems work within an IT or service/support setting
• A contagious enthusiasm for our business and a desire to share it with others
• The desire to work as part of a team and the ability to negotiate sensitive client issues while maintaining relationships
• Critical thinking aptitude
• Professional confidence, and excitement about solving problems
• An aptitude towards service

Physical Requirements

Work is primarily knowledge-worker oriented using computer systems. Occasional exertion and lifting of up to 20 pounds to move office or computer equipment. Occasional crawling, kneeling, and squatting. Constant use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Occasional travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.

We are proud to be recognized as one of the top workplaces in Denver. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.

Some of the things our team members enjoy, include:

• Competitive wages | The compensation is expected to start at $75,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
• Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.
• Gas card. Fill up your tank on us while you're out visiting client sites
• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching
• Maternal and paternal leave
• Very generous paid time off program that is unique to the IT industry
• Sustainable work-life balance and flexibility
• Yearly work anniversary rewards
• Fun company events, including chili cook-offs, annual company photoshoots, monthly team events, cup in hand kickball league, and more!

We’re looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!

How to Apply:

We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday.

How to Apply for Internal Role:

Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role. Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what you’ve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you!

Afraid you’re missing a technological requirement?  Apply anyhow.  We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.

Greystone Technology is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Salary : $75,000