Customer Success Project Manager

• 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
• 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