Customer Success Manager, Corp 3

Smarsh
Department Icon Operations Maintenance & Support
85+ Applicants
Posted: 5 days ago
8-15 years
Portland, India
work from office
Posted: 5 days ago
|
Applicants: 85+
Job Description
About Company
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Job Description

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary
 
The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.  Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.  Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions. 
 
This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature. 
 
For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.  

What will you do?

  • Deliver high level of responsiveness to assigned Mid-Market tier accounts 
  • Work with clients via Retention Cases, prevent and manage churn
  • Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions 
  • Maintains daily/weekly meetings for assigned accounts (~100k - 1mil ARR), typically a territory of approximately 35+ accounts
  • Prepares and hosts Business Reviews for top assigned accounts in territory 
  • Consistently meet or exceeds target customer activity metrics and SLOs 
  • Manage assigned client contracts, invoices, billing, SLA reporting requirements
  • Process contract changes including add-on services, downgrades, cancellations 
  • Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees) 
  • Identify additional add on services to grow account, partner with sales for new opportunities identified    
  • Effectively manage and drive closure of renewal business
  • Identify At Risk Clients and determine needed remediation path 
  • Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.
  • Drive client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment 
  • Work as part of a collaborative team and provide feedback for improvement to internal stakeholders

    • What will you bring?

  • 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
  • 1+years' experience in SMB role or similar
  • BA/BS degree or 4+ years experience in customer success in lieu of a degree
  • Completion of Customer Success outside learning 
  • Effective oral and written communication skills
  • Strong organizational skills
  • Detail oriented 
  • Proficiency at juggling multiple tasks
  • Ability to quickly understand questions and problem solve
  • Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
  • Ability to deliver presentations to Sr leaders, accounting, &/or technical audiences
  • MS Office Suite knowledge (PPT)
    • About our culture

    Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

    Skills

    SalesforceAccountingComplianceInside SalesCustomer SuccessCustomer ServiceCommunicationLeadershipTeams

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    About Company

    Smarsh, founded in 2001, is a pioneering provider of comprehensive archiving and compliance solutions for digital communications. Catering to regulated industries such as finance, government, and healthcare, Smarsh helps organizations securely capture, retain, and retrieve electronic communications to meet regulatory requirements. Its innovative platform supports a wide range of communication channels, including email, social media, and instant messaging, ensuring compliance with industry regulations and internal policies. Smarsh's advanced search and analytics capabilities enable organizations to efficiently manage large volumes of data while mitigating risk and improving productivity. With a focus on security and scalability, Smarsh continues to be a trusted partner for organizations navigating the complexities of digital compliance.

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    Important dates & deadlines?

    Application Deadline

    11 Nov 26, 10:50 PM IST

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    Customer Success Manager, Corp 3

    Smarsh

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