As a Customer Success Project Manager, you will:

  • Develop and maintain customer relations, building a partnership based on a key account list.
  • Develop subject matter expertise on Clarity Human Services software.
  • Develop subject matter expertise on key customer caseload.
  • Develop subject matter expertise on national policies, practices, and program models that impact the homeless response system.
  • Identify strategies to maintain and build services to meet customer needs.
  • Proactively manage the customer relationship for the entire lifecycle.
  • Facilitate regularly scheduled customer check-in meetings to determine overall wellness, communicate deliverables and next steps, mentor, instruct and guide customers to effectively meet and exceed their needs, and to identify opportunities for growth and improvement.
  • Monitor customer account to ensure fast response to customers queries and to implement continuous improvement.
  • Become the trusted partner for the customer on use-case and product functionality.
  • Represent the voice of the customer to provide input and support renewals and expansion opportunities.
  • Gauge customers’ level of engagement with the company and provide feedback to the other teams regarding product and service improvements.
  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.

You will love this position if:

  • You are high energy, positive and have a proactive attitude.
  • You have excellent organizational, time management, people management and influencing skills.
  • You are empathetic, have a positive attitude and a desire to help our customers reach their goals.
  • You have the ability to create structure in ambiguous situations and implement effective processes.

Required skills and experience that drive success in this role:

  • College Degree in computer science, social work or related field preferred but not required.
  • Preferably 1-year experience in a related field.
  • Technical aptitude.
  • Driven, self-motivated, and enthusiastic.
  • Advanced Microsoft Excel (Crosstabs, Pivots, Formulas).
  • Experience with customer CRM software preferred.
  • Keen listening, observation and communication skills with proactive problem-solving abilities.
  • Understanding of general business operations with the ability to review and understand financial documents.
  • Strong independent and interpersonal skills.
  • Ability to work both independently and within a team environment.


What makes you stand out:

  • Excellent people/public relations, observation and communication skills.
  • Proven track record of working in a customer facing role.
  • Innovative thinking to identify best practices when approaching problems and resolving conflicts.
  • Excellent organizational, time management, people management and influencing skills.
  • Sophisticated project management skills and demonstrated ability to meet deadlines and contractual obligations.
  • Enthusiasm for technology and learning new software applications and database products.
  • High level of organization with excellent time management skills..
  • Adaptable and able to effectively multi-task.
  • Our ideal candidate has a background in HMIS, homeless services, and/or the human services system.


How we’ll support you:

  • Work in a fully remote/virtual environment with a robust onboarding and training program that sets you up for success
  • A unique, friendly, and caring culture! Hear more from our employees on Glassdoor.
  • Medical, dental, vision insurance
  • 401K Retirement Plan
  • Paid parental leave
  • Paid time off
  • Paid volunteer time off
  • Bitfocus primarily uses Apple computers; all new employees receive either an iMac or MacBook Pro to use in their role at Bitfocus
  • Opportunities for professional growth and development
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