Stoneridge Software began with an idea: How can Microsoft implementations be done better? After considering the idea and continually seeing the need for a business partner who could successfully deliver software implementations, Eric Newell, Becky Newell and Cody Marshall founded Stoneridge Software. As a 2021 Inc. Best Workplaces Honoree and a Microsoft Gold Partner, we’ve developed a proven process for project delivery, a laser focus on long-term support to empower our clients’ success and a way to enjoy our work with a high degree of integrity. We know how to use tenacity to get the work done but we also know how important it is to balance work with the rest of our lives. Stoneridge Software has cultivated a flexible working environment, flexible vacation, paid parental leave, continuous learning and development, and social wellness initiatives that bring a sense of belonging to all. What are you waiting for? Join us!

We are looking for an experienced strategic leader to lead our team of Client Success Managers (CSMs). This leader will be responsible for growing the Client Success Management team to ensure we are the best at serving our existing client base. This new function will be responsible for growing strategic relationships with our existing clients, providing world-class support and building service offerings that connect with clients’ needs. Core responsibilities will include leading and managing a team that drives support management, account planning and management, and strategic relationship building with our clients.

This position is available on a remote basis in the United States or Canada and will help lead a geographically dispersed team across the United States and Canada.

A Day in the Life

• Create and execute strategic initiatives for the Client Success Management team
• Develop/maintain an understanding of the Microsoft Business Applications, Modern Work, and Data/AI market to include key competitors, ISVs, and industry trends
• Lead, manage and hold the Client Success Management team accountable to its commitments
• Manage the team (and directly participate as necessary) to achieve the following accountabilities: Manage client relationships after their implementation is live; Service offerings for clients post go live; Strategic planning conversations with clients
• Achieve key metrics to include: Client satisfaction, NPS and retention; Service contract growth; Opportunities created (and accepted by sales)
• Provide excellent customer service to external clients and internal team members
• Create and review Statements of Work to reflect accurate estimates based on information provided
• Own resource planning for the team, to include hiring and onboarding of team members that represent the Stoneridge values and have the appropriate experiences and training to meet the needs of our clients
• Ensure strong collaboration and cohesion between Sales and Client Success groups
• Participate in up sell and cross sell activities to ensure clients understand the value of new solutions, workloads, and service/support offerings
• Develop relationships with key Microsoft contacts and other referral partners
• Set aside time for self-development by attending training or self-learning on key subjects

• Bachelor’s degree, preferably in Management or IT-related field
• 5-10 years Business Applications, Modern Work, and Data/AI experience (preferably Dynamics 365, Office 365, and Azure)
• Experience in a sales, account management, consulting or client facing role
• Indirect sales experience
• Proven success directly managing a team and mentoring team members preferred
• Strong understanding of organizational change management considerations for large technology projects
• Great written and verbal communication skills with audiences of all levels
• Ability to present project status, risks, issues, analysis, and strategic recommendations to team and other stakeholders
• Solid interpersonal skills, and ability to establish and maintain effective working relationships within and outside of Stoneridge
• Ability to work collaboratively for the best interests of the business and the team
• Ability to communicate effectively in both spoken and written English

• Medical Insurance (premiums for employees paid for by the company)
• Dental Insurance
• Vision insurance
• 401(k) contribution program (US) or RRSP Benefits (Canada)
• Life insurance
• Disability Benefits
• Paid parental leave
• Paid flexible time off
• Paid sick time (US) or floater days (Canada)
• Paid holidays
• Flexible work schedules
• Mobile/internet reimbursement
• Employee and family assistance program
• Learning and development allowance
• Employer charitable contribution
• Social wellness clubs
• Professional coaching
• Paid business mileage
• Home office and wellness allowance (US Only)
• HSA contribution (US Only)

We live and breathe our core values:

Integrity | Technical Excellence | Tenacity | Client Centric | Enjoy Our Work

They are the fabric of our company and a reflection of our organizational culture. Our values are a part of our talent acquisition process, how we operate our company and how we partner with our clients. We enjoy our work by exhibiting our technical excellence and tenacity while being inherently client-centric with integrity toward every customer engagement.

We will comply with local guidelines regarding infectious diseases and vaccine requirements.

Team members who are required to travel to client sites, conferences and events that are not in Stoneridge Software offices, must comply with the client's COVID-19 policies and procedures or have an approved exemption.

Stoneridge Software is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and all the other fascinating characteristics that make us unique.