Client Success Manager (Salesforce)

Client Success Managers at Craftsman Technology Group have the opportunity to support our three practice areas:

• Nonprofit. Working to enhance the use of technology across a portfolio of nonprofit clients. Craftsman’s Nonprofit Practice specializes in using Salesforce to meet fundraising, volunteer and program management needs.
• Community Development. Supporting organizations that build capacity in our communities. Craftsman serves Community Development Corporations (CDCs) and Community Development Financial Institutions (CDFIs) through a suite of Salesforce tools including our loan management solution.
• Youth + Education. Enabling educational organizations that work to close the opportunity gap, provide nurturing programs and prepare students for the future. Using Salesforce, Craftsman works to improve processes from the early stages of applications and enrollment to reporting on outputs and outcomes.

A Client Success Manager (CSM) is an intermediate-level, client-facing position on our Managed Services team, requiring previous experience as a Business Analyst and a Salesforce Administrator, as well as nonprofit operations.  Our expectation is that the role will provide opportunities to expand the CSM’s professional skills.

This is a forward-looking role: the CSM works with a portfolio of nonprofit organizations to meet their operations, support, and growth needs, while also responding to existing issues.

Our primary toolset is deployed on the Salesforce platform, so we require at least two years’ prior experience with Salesforce for this role.

Responsibilities of a Client Success Manager

• Manage a portfolio of managed service client organizations
• Utilize established best practices for data integrity
• Collaborate with Technical Analyst and other Craftsman resources to delegate work as needed
• Respond to client support needs, manage escalations, and deploy small scale (configuration-only) solutions
• Facilitate continuous improvement and enhancement of client solutions
• Facilitate client meetings
• Report on project status
• Troubleshoot technical issues in client applications
• Conduct testing and track issues and their resolution
• Create business process documentation and contribute to the Craftsman knowledge base
• Deliver end-user training to clients

Required Qualifications for This Position

• Two years’ experience using Salesforce in a technical capacity
• Relevant technical and client-facing skills
• Demonstrable application troubleshooting skills
• Ability to thrive in a role where multitasking and rapidly shifting priorities can be the norm
• General nonprofit experience, as well as commitment to the nonprofit sector
• Commitment to learning technology skills and nonprofit practices
• Ability to travel on occasion

Preferred Qualifications

• Salesforce Certified Administrator credential or relevant experience
• Experience supporting third-party Salesforce applications, such as FormAssembly, Click and Pledge, or Nintex DocGen
• Demonstrable experience in technology project deployment
• Located in the Boston Metro area or able to work remotely in Eastern Time

Salary

• Commensurate with experience

Benefits

• Salaried, full-time position
• Healthcare insurance and 401(k) benefits
• Craftsman’s commitment to professional development and advancement
• Work culture aiming toward work/life balance