Client Success Manager

Tenacious, pragmatic, with a keen sense of humor? You just might be an Idealist!
At Idealist Consulting, we are innovators and problem-solvers committed to global progressive action. We help organizations grow through Salesforce implementation, marketing automation, and custom application development. Idealist Consulting has been B Corp Certified since 2008.
As a Client Success Manager you’ll educate, guide, and empower client teams and stakeholders throughout the project lifecycle, teams and stakeholders throughout the project lifecycle,to ensure client satisfaction, retention, and increase client lifetime value.

How You’ll Contribute:

• Educate, guide and empower clients throughout the project lifecycle
• Develop and maintain positive, trusting relationships with client project teams and stakeholders
• Understand and translate client values, financial posture, and decision-making processes for strategic engagement
• Maintain accurate and up-to-date contact, opportunity, and project records within Salesforce
• Conduct regular client success calls to assess relationship temperature, satisfaction, engagement risks and future service needs
• Support client readiness for each project phase by providing educational materials and resources
• Ensure client readiness and understanding at each project phase through education and coaching 
• Lead organized kick-off meeting(s) to align client and consulting teams on project objectives
• Lead organized project post mortem meetings
• Ensure contract alignment across project life cycles and follow on services
• Collect and report on Client Satisfaction (CSAT) surveys Identify and nurture client relationships for case studies to showcase successful client engagements
• Lead sales strategy for existing clients through account planning and follow on sales
• Translate client needs into Idealist Consulting solutions
• Engage client teams to identify, nurture, and close new opportunities
• Develop account plans annually 
• Coordinate with Salesforce Account Executives on client product needs 
• Negotiate, track, and manage all follow-on support offerings, including addendums and support agreements
• Manage a pipeline of opportunities with existing clients to meet annually and quarterly sales quota
• Stay current on Salesforce product developments, new releases, and industry trends to deliver informed guidance
• Represent company at industry events
• Collaborate with service delivery teams to ensure project success
• Facilitate client communication strategy to ensure resolution of project escalations
• Document, manage, and track project roadblocks and escalations through established systems
• Use contractual agreements and Statements of Work (SOWs) to guide resolution and client communication
• Collaborate with lead consultants and project managers as needed to evaluate risks and resolve project alignment issues
• Assess, calculate, and monitor project margin using internal Idealist Consulting tools and address adjustments as needed
• Support accounting requests to resolve billing disputes, contested work, and collections as needed

Your Background Includes:

• Base line:
• 3-7+ years experience in a Client Success or Inside Sales role for a services organization 
• Understanding of nonprofit technology usage and products
• Solid understanding of nonprofit business process and values
• Experience building account plans to increase client lifetime value
• Excellent verbal and written communication skills - including translation of technical requirements to non-technical individuals
• Creative and analytical thinking with a passion for solving customer problems with software solutions
• Experience assessing and navigating complex, organizational structures and multi-stakeholder decision making
• Proven track record of meeting and exceeding sales targetsTrack record of relationship building with strong ties in the Salesforce for Nonprofit community 
• Experience with complex SOW creation and contract interpretation
• Use data-driven decision making to create clear, actionable strategies
• Enthusiasm about technology and the power of digital transformation
• Experience guiding nonprofits through data strategy assessments or digital transformation journeys
• Experience translating company go to market goals into sales strategy
• Experience collaborating in Google Workspace, Salesforce, Quip, and Slack
• Extra Credit:
• Previous experience working for a Salesforce implementation partner
• Experience managing projects or engaging in projects with technical and cross-functional components