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.

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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!"

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Drop 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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