Customer Success Manager

Overview of Smartling

Smartling is an AI-native translation platform that is redefining how the world’s largest brands go global. It has been ranked #3 on Fast Company’s Most Innovative Companies list, showcasing its rapid growth and innovative technology. Smartling is supported by Battery Ventures, a global investment firm focused on technology. The company emphasizes the integration of AI into its platform, demonstrating its commitment to leveraging advanced technologies to enhance global communications.

Position Breakdown

Smartling is looking for a Customer Success Manager to work remotely from anywhere in Ireland. This role is crucial for ensuring a positive experience for customers and enhancing customer retention. The main responsibilities include fostering strong customer relationships, aiding in customer onboarding with Smartling's solutions, and collaborating with various internal teams such as Sales, Marketing, and Product to ensure clients achieve their objectives.

Key Responsibilities

In this role, you will:

• Customer Communication and Education:

  • Establish a communication routine with customers regarding product updates and relevant industry news.
  • Understand customer requirements and pre-emptively address their needs.
  • Guide customers in implementing localization best practices to maximize their return on investment.

• Customer Retention and Growth:

  • Develop a strategic account plan to ensure customer retention and product growth.
  • Build robust relationships with key stakeholders to align activities with the customers' business strategies.
  • Oversee contract renewals and focus on expanding customer use cases with the Smartling platform.

• Demonstrating Value:

  • Conduct business reviews that effectively convey the value of Smartling and how customers can meet their goals using the platform.
  • Facilitate workshops that optimize business processes and participate in customer marketing events.

Required Skills and Qualifications

To be successful in this role, candidates should possess:

• A minimum of 3 years of experience in B2B customer success, client services, or account management roles.
• Strong attention to detail with the ability to manage multiple customer relationships effectively.
• Experience in contract renewals and upselling, as well as the capacity to remain calm during technical or customer challenges.
• An aptitude for clearly communicating technical concepts to diverse audiences.
• Business acumen and the skill to prepare and lead customer meetings and presentations involving data analysis.
• A Bachelor’s degree, and a professional home office setup for effective remote work.

Preferred Qualifications

While not mandatory, the following qualifications are preferred:

• Familiarity with translation, localization, and internationalization processes.
• Experience within the SaaS ecosystem, especially supporting solutions for mid-market and enterprise clients.
• An understanding of modern software development processes like continuous delivery.

Desired Traits

Smartling is looking for individuals who are:

• Results-focused with a commitment to both professional and personal growth.
• Enthusiastic team members who bring energy to their work environment.
• Proactive leaders equipped to handle challenges with sound judgment.
• Customer-centered, demonstrating unwavering dedication to client success.
• Well-organized and detail-oriented, with strong organizational skills.
• Team players capable of collaborating effectively across various organizational levels.

Benefits and Culture

Smartling prides itself on a collaborative and inclusive company culture. Employees can expect:

• Freedom: A remote-first work environment that prioritizes work-life balance.
• Growth: Opportunities for career advancement and personal development.
• Wealth: A competitive salary package.
• Wellness: A comprehensive health insurance plan and pension scheme with company matching.
• Balance: Flexible paid time off, including generous parental leaves and recognized holidays.
• Culture: An energetic, values-driven atmosphere fostering a fun and engaging team spirit.
• Bonus Programs: Employee referral incentives and potential for equipment bonuses, including Apple technology.

Conclusion

In conclusion, this position at Smartling offers an exciting opportunity for individuals committed to customer success. With its innovative solutions and supportive work culture, Smartling seeks passionate candidates who will collaborate to foster long-lasting relationships with clients, ensuring they fully leverage the value of Smartling's offerings. Candidates who meet the qualifications and possess a desire for growth and success in the tech space should consider applying for this dynamic role.

This job offer was originally published on jobicy.com