Customer Success Project Manager
Duties and Responsibilities
The Customer Success Project Manager will report to the Manager Director of Nonprofit Technology Solutions and work across several internal teams to ensure new customers are successfully onboarded to Tech Impact Managed IT Services. Clients moving through the onboarding process vary in complexity, some with multiple projects.

Primary Duties

• Own overall project communication and coordination for all new Managed Service customers
• Manage Onboarding for service setup for Managed Service customers
• Provide new clients with an introduction to the onboard process
• Document the client’s technical credentials and update internal systems
• With the support of the technical team, create and disseminate A/V tools
• Provides support to customer if additional projects are discovered during the onboard process and provides the customer with additional scopes of work
• Facilitate hand-off and introduction to Account Manager at the appropriate time
• Manage Onboarding for service setup for customers with additional projects
• Same duties as above
• Work with appropriate project teams (tech, security, consulting) to create a multi-project schedule to convey to customers and set project/onboard expectations
• Communicate with clients on an ongoing basis on their progress through the project schedule
• Manage Offboarding process for Manage Service Client leaving Tech Impact.
• Work with internal teams to remove Tech Impact tools
• Work with Clients internal or external teams to ensure seamless transfer of services
• Measure outcomes as related to customer success through reporting and dashboard development and provide analysis to Managing Directors.

• Strong Project Management
• Strong Technical Aptitude
• Strong organizational skills and ability to work independently
• Excellent customer communication (verbal and written) skills
• Ability to work across internal teams
• Experience in working in or with the nonprofit sector
• Ability to interface with technical teams
• MS Office and other standard office applications experience
• Microsoft Office 365 and other cloud technologies
• MSP experience is preferred

• When applying for this role, please submit a cover letter, resume, references, and samples or links to your portfolio site

• Please note this is a remote position however candidates will need to be located in one of the following states: AR, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, NC, NJ, NV, NY, OH, PA, TN, VA, WA, WI, WV

• As an equal-opportunity employer, we provide equal employment opportunities to all applicants and associates. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, physical or mental disability, medical condition, family care status, marital status, domestic partnership status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. We also consider qualified applications regardless of criminal histories consistent with legal requirements.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to use a computer and other office-related equipment.

Department: Support & Advisory Services
This is a full time position