Client Success & Project Manager
Washington D.C. · Full time
Who we are
Grove Technologies is the premier Mac Support and Services Agency in Washington DC. We help clients, large and small in all sectors realize the power of using Mac in the workplace. Since 2014 we have grown from a boutique Mac Consultancy to a 5 star, award winning, technology startup delivering best in class Mac Support, Software Development and Cybersecurity services.
What we’re looking for
This role exists to help our customers achieve great outcomes with our service offerings. As a highly organized account manager (also knows as customer success and project manager), you’ll own the process of customer consultation, coordination, and operation of small and large projects or implementations. Our office is located in Washington DC however we are open to a remote hire.
Our goals are centered around a close relationship with our community, and a dedication to continuously improving our service offerings and ourselves to meet their needs. Our employees are empowered to take ownership of their own initiatives, and to make decisions in line with our metrics and mission. Our purpose is firmly rooted in the belief that technology can bring about important change and improve lives.
A Grove Client Success Manager is responsible for the implementation of multiple customer projects simultaneously. Due to projects being at different stages and requiring different resources, the ideal candidate will have great leadership skills and will be able to coordinate their activities from project initiation to completion.
Responsibilities
Develop a deep understanding of Grove's product as well as the customer's objectives and unique needs in order to provide them with guidance on the best way to use our services.
Ensure overall satisfaction and client success with an eye on client retention
Communicate frequently with clients ranging from small to large organizations
Create internal and client-facing project plans covering the set-up, implementation, execution, monitoring, and closing of competitions
Create and manage a detailed team calendar with client milestones and reminders
Develop reports for clients summarizing metrics
Frequently coordinate with our customer support team to ensure successful competition outcomes
Assist with drafting website copy
Over time, become a solutions expert and advise clients on best practices
Manage client and team expectations for deliverables and ensure tasks are assigned and on schedule
Handle various service-related administrative tasks
Facilitation of virtual client-facing project communication, meetings, and engagements
Effectively communicates relevant project information to team members and/or clients via written or verbal communication
Identify, assess and manage risks and change control procedures
Ensure project quality, schedule, budgets and deliverables meet agreed upon expectations
Identifies business development and "add-on" sales opportunities as they relate to a specific project or customer question and sells to client as appropriate
About You
Have 1 - 2 years experience of client-facing account management experience
Communicate well with clients to make them feel comfortable and open to suggestions
Communicate well with clients to make them feel comfortable and open to suggestions
Are passionate about helping others and take pleasure in managing projects and exceeding client expectations
Are flexible with schedule changes and can adjust accordingly
Thrive under pressure and have the ability de-escalate stressful situations
Are able to provide technical support to clients or to provide training on our solutions when necessary
Are responsible, detail-oriented, well-organized and enjoy keeping others organized
Have excellent written and verbal communication skills
Work well with remote teams
Are loved by people who have worked with you
Have the ability to thrive in a startup culture where priorities are clear but freedom is given to own your own work
Desired
Experience with client relationship management
Experience with technology related project management
Experience with collecting and analyzing marketing data using Google Analytics and/or Mix panel
Familiarity with technical language to be able to communicate effectively with our software development team and technology clients
Familiarity with hackathons, project challenges, and crowdsourcing
The Culture
We’re more focused on deliverables than meetings. Everyone’s opinion is respected and all ideas are given equal consideration. It’s a culture of meaningful work by dedicated, hard-working individuals, but the environment is relaxed and creative too.
Leslie Albreight
Social Driver
"Grove Technologies has been an amazing resource for our company. With fast, efficient service, they have been amazing to work with!"
Read More ReviewsDrop us a line.
We are a remote and fully distributed, Nationwide Apple focused MSP serving Washington DC, Philadelphia, New York, Chicago, San Francisco, San Diego & more.
We focus on providing top notch Mac Support for small to mid-sized businesses. Contact us, and learn how we can help your company.
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