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Tech Impact · 2 months ago

Customer Success Project Manager

United States

Full-time

Remote

Mid Level

Tech Impact is committed to providing quality Managed IT Services to nonprofits, and they are seeking a Customer Success Project Manager to oversee the onboarding process for new clients. This role involves managing project communication, coordinating with internal teams, and ensuring clients have a seamless experience during onboarding and offboarding.

Non-profit Organization Management

Culture & Values

Responsibilities

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

Qualification

Technical AptitudeProject ManagementCustomer communicationExperience in nonprofit sectorMSP experienceWork across teamsInterface with technical teamsMS Office experienceMicrosoft Office 365 experienceOrganizational skills