Customer Success Manager

Position Title: Customer Success Manager      

Location:  Washington, DC (Hybrid 2-3 days a week in the office)                        

Department:  Digital Products and Technology              

Reports to (supervisor):  Director of Project Management, Enterprise Solutions

Salary Range for US Based Staff: $69,329 - $81,563

 

Organization Summary:

Founded in 1968, Special Olympics is a global movement to end discrimination against people with intellectual disabilities. We foster acceptance of all people through the power of sport and programming in education, health, and leadership. With nearly four million athletes and Unified Sports® partners and one million coaches and volunteers in more than 170 countries, Special Olympics delivers more than 30 Olympic-type sports and nearly 50,000 games and competitions every year. Learn more at SpecialOlympics.org. 

 

 

Position Summary:

SOI supports the use of several key systems and platforms by its Programs. The Digital Center of Excellence (dCOE) is utilized to manage Program-level events and track various individual roles, such as athletes, coaches, unified partners, and volunteers. It also oversees certifications, including Athlete Medical, Coaches Sports Certification, Concussion Awareness, Protective Behaviors, General Orientation, Background Checks, and more.  

The Customer Success Manager’s responsibility will be to establish and maintain strong relationships with our valued customers, guide them through change management processes, provide exceptional user support, test new system functionality and deliver comprehensive training programs. By effectively managing customer relationships and facilitating their journey, you will play a crucial role in driving growth, and overall success. 

 

Primary Responsibilities:

• Provide strategic guidance and best practices to facilitate the solution's implementation within the customer's business environment. 
• Serve as the primary point of contact for assigned customers, developing a deep understanding of their business needs, goals, and challenges. 
• Establish and nurture strong relationships with key stakeholders, such as executives, project managers, and end-users, through regular communication, meetings, and account reviews. 
• Guide customers through organizational and process changes resulting from the adoption of the product/service, ensuring a smooth transition and maximum value realization.  
• Provide Tier-1 helpdesk support and end-user training to Programs. 
• Test and provide feedback on newly developed functionality 
• Act as voice of the customer (the Programs), making recommendations for enhancements and system changes 
• Support end-users with custom reports and provide guidance on workflows and processes 
• Create training materials, documentation, and self-service resources to facilitate customer learning and adoption. 
• Configure and setup environments for customer usage 
• Schedule calls, meetings and travel related to Program Operations 
• Troubleshoot and resolve customer challenges by coordinating with internal teams, including technical support and product management. 

 

Required Qualifications:

• Outstanding customer service skills. 
• Ability to communicate technical solutions clearly and effectively. 
• Ability to conduct end-user training and support. 
• Ability to quickly grasp and master new technology. 
• Highly organized and ability to work in a fast-paced environment. 
• Ability to prioritize workload for the maximum benefit of the project. 
• Highly professional in all communications with stakeholders. 
• Flexible and adaptable to meet emerging requirements and changing priorities. 
• Excellent interpersonal and communication skills, with the ability to build rapport and effectively engage with stakeholders at all levels. 
• Strong problem-solving abilities and a proactive approach to finding solutions. 
• Demonstrated ability to manage multiple customer relationships simultaneously and prioritize tasks effectively.

 

Desired Qualifications:

• 5+ years relevant experience 
• Proven experience in a customer-facing role, such as customer success, account management, or client services. 
• Experience in change management and guiding customers through technology adoption processes is preferred. 
• Familiarity with customer success tools and CRM systems is a plus, including Microsoft Dynamics. 
• Training or instructional d