Customer Success Manager

As our Customer Success Manager (CSM), you're responsible for enforcing and improving the operational processes for the Managed Services division. You'll support new opportunities for revenue growth, work with developers to keep ticket queues organized, and partner with clients to establish priority levels and ticket scheduling proactively. You'll manage a roster of clients and facilitate check-ins as needed to communicate timeline and budget concerns. If you love being a renovator or a detective, working with clients to understand their business needs, and working with developers to optimize their productivity- we're the team for you!
Our ideal candidate understands programming but is a nerd about communications, planning, and process improvement.
Accountable for

• Client Satisfaction
• Manage Ticket Lifecycle
• Manage Plan Budgets

Client Satisfaction
The CSM is responsible for providing a positive experience that builds confidence and sets the tone for a long working relationship with our clients. They will educate the clients on tools and services available to get the most value from working with fjorge within our division. They will provide ongoing support, serving as a reliable resource for their roster's current and future needs. The CSM will also work on overarching client needs including administrative tasks like Jira ticket management (including backlog), working with our MS Coordinator and Lead CSM for invoicing needs, creating and managing roadmaps, leading Strategy Sessions with rostered clients, etc.
Manage Ticket Lifecycle
The CSM is accountable for all open tickets for the roster they support, following the CSM/Dev Communication Process and making sure the Capacity Planning doc is accurate daily. They collaborate with other CSMs to ensure all developers have scheduled work each day and assist developers with cross-divisional partnerships to help clear roadblocks. This includes ensuring that we are communicating updates to the client in a timely manner. They are overly protective of their Jira and Kanban boards, making sure that tickets are being responded to and moving forward.
Manage Plan Budgets
Our CSMs are responsible for tracking their clients' monthly retainers to ensure that the time is being used as efficiently and effectively as possible and requesting additional funding as needed. They will collaborate closely with the MS Coordinator to ensure that time is being accurately tracked.
Qualifications

• Basic understanding of how websites work
• Ability to translate overly technical developer jargon into client-friendly explanations
• Charismatic with clients and other product stakeholders
• Endless curiosity, especially for how client requests fit into their bigger business goals, to help make sure we deliver the best solutions
• Empathetic and understanding of client concerns, able to guide clients through distressing technical situations
• High emotional intelligence and ability to identify and establish focus in stressful situations
• Clear and concise communications, especially concerning agendas, development roadmaps, timelines, budgets, and project risks
• Excellent documentation skills
• Strong organizational and time management skills with the ability to manage multiple projects
• Self-motivated, detail-oriented, and proactive team player

Salary Range: 72,800 - 79,000
"Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to apply only when they check every box." If you think you have what it takes, but don't meet every point in the job description, please apply anyway. You can explain in your cover letter and through the interview process how the experience you do have will help you succeed in the role!