Job Details

Job Type

Full-time

Description

Parthenon Management Group - Business Applications

POSITION DESCRIPTION

Position: Customer Success Manager

Reports to: Director of Innovation

Department: Business Applications

Location: In Office or Remote

We are Solutionaries.

Parthenon Management Group is an association management company offering management services to professional medical, certification and scientific societies. We offer strategic guidance and bring creative solutions with a vision for the future.

The Customer Success Manager plays a vital role in ensuring exceptional client support and seamless communication between clients and the development team. This role operates within PMG's software development department and supports the ongoing success and evolution of the Pillar platform.This role oversees the help desk ticketing system, managing bug reporting and escalation processes while maintaining strong working relationships with development personnel. The Customer Success Manager tests and validates bug fixes, participates in development discussions, and implements interim solutions to client issues as needed. Additionally, they produce regular reports, conduct thorough UAT testing in partnership with the Business Analyst, and develop training materials and documentation to support client success. They also lead training sessions for both new and existing clients and manage user permissions within the Pillar system to ensure secure and appropriate access.

The Customer Success Manager also serves as a client advocate, proactively supporting Pillar adoption and identifying opportunities to improve the overall client experience and long-term success.

PRIMARY DUTIES AND RESPONSIBILITIES, include the following but are not limited to:

Customer Management: Serve as the main liaison between the Business Applications, Development, and Client/end users

• Serve as the primary liaison between clients/end users and internal development and business analysis teams, ensuring clear, timely, and accurate communication in both directions.
• Support client onboarding and adoption by ensuring users understand features, workflows, and best practices.
• Gather, document, and synthesize client feedback, requirements, and pain points, translating user needs into actionable insights for the development/BA team with an identified tracking system.
• Facilitate regular touchpoints with clients (e.g., check-in calls, status updates, feedback sessions) to assess satisfaction, monitor progress, and identify emerging needs or risks.
• Manage client expectations by clearly communicating timelines, constraints, and priorities in collaboration with internal teams.
• Advocate for the client internally while balancing business priorities, technical feasibility, and resource considerations.

Help Desk Ticket Management: Deliver timely responses and clear communication to ensure an excellent experience for Pillar clients

• Oversee and manage the help desk ticketing system.
• Provide regular updates to clients regarding their tickets, including anticipated timelines when available.
• Adhere to SLA guidelines for ticket response times.
• Identify and implement temporary solutions to client issues until permanent fixes are deployed by the development team.
• Monitor ticket trends and recurring issues to proactively identify potential risks to client satisfaction or system adoption.

Ticketing and Testing: Ensure thorough documentation, communication, and validation of bugs and fixes throughout the development cycle

• Create detailed bug tickets for the development team and escalate time-sensitive issues to the Director of Innovation.
• Maintain strong working relationships with development team members, serving as the primary point of contact for bug ticket inquiries.
• Test and validate bug fixes to confirm they meet business requirements prior to completion.
• Participate in meetings focused on ongoing errors, bug fixes, and development updates.
• Conduct end-to-end UAT testing in collaboration with the Business Analyst.
• Consolidate client feedback and recurring enhancement requests to support prioritization discussions with the development team.

Reporting: Maintain transparency and accountability through regular progress updates

• Produce and distribute regular development ticketing system reports to societies and Pillar leadership.
• Analyze support and ticketing data to identify trends, recurring challenges, and opportunities for process or system improvements.
• Produce and distribute regular feedback reports to PMG leadership and Pillar leadership.

Training: Build user confidence through comprehensive training and documentation.

• Develop and maintain SOP videos and written documentation for the Pillar Support website.
• Deliver group training sessions for clients undergoing migration.
• Provide one-on-one training for current clients.
• Conduct follow-up support and targeted training to address adoption gaps or recurring user challenges.

Security: Protect society data by managing access controls within the system.

• Add and audit user permissions within the Pillar system to ensure appropriate access.
• Escalate potential access or data security concerns to leadership as needed.

Additional duties as required:

• Support the Director of Innovation with special projects.
• Assist in training and mentoring new staff members.
• Cross-train with the Business Analyst to provide coverage when needed.
• Develop and participate in initiatives aimed at improving client satisfaction, retention, and overall Pillar success.
• Perform other tasks as assigned.

WORK ENVIRONMENT

Position is in an office setting that involves everyday risks or discomforts requiring normal safety precautions. On occasion, the individual must be able to do moderately demanding physical activity such as handling and opening boxes weighing 35-40 pounds, standing and walking extensively throughout the day.

BENEFITS

People come first at PMG. That goes for both our clients and our team members. We are known for our exceptional customer service and work ethics. Our clients are like family to us! But our real families are also a priority. From flexible work schedules, including work-from-home plans, paid volunteer days, profit sharing, and more, PMG takes great care of its team members.

• We offer:
• Medical, Vision, and Dental insurance
• Disability insurance
• 401(k)
• 2 Personal Days, 8 Paid Holidays, PTO Days
• 6 weeks parental leave
• Employee Development
• Paid Volunteer Day
• We are passionate about creating a workplace that promotes and values diversity. We serve associations that are global, multicultural, and diverse, and we want to reflect that inside our walls. More importantly, creating an environment where everyone, from any background, can do their best work is just the right thing to do.

Requirements

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree or equivalent experience required.
• Minimum of 2 years' experience in the Association Management industry.
• 3-5 years of experience in office administration or project coordination.
• Basic programming knowledge preferred.
• Proactive approach to identifying and resolving potential issues.
• Ability to develop and implement temporary alternative solutions.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and personalities.
• Diplomatic and professional communication style.
• Resourceful, self-motivated, and highly computer literate.
• Proficiency in Microsoft Office Suite required.