Customer Success Specialist

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Overview

Smarsh is seeking a Customer Success Specialist as part of its Customer Success Team. The company empowers customers to manage risks in their digital communications, with a growing community of over 6,500 organizations in regulated industries. Smarsh excels in identifying compliance, legal, or reputational risks across more than 80 communication channels, empowering clients before issues escalate into regulatory fines. Consistent innovation and growth have placed Smarsh on the Inc. 5000 list of fastest-growing American companies since 2008.

Role Description

As a Customer Success Specialist, you will manage the needs of small business clients, handle inbound inquiries, and oversee the annual renewal process. Your primary goal will be to help clients maximize their investments in Smarsh’s products, thereby driving their success and fostering loyal relationships with the company. You will act as a trusted partner to your clients.

Responsibilities

Your responsibilities will include:

• Delivering high responsiveness to your designated accounts.
• Hosting meetings to engage clients in renewal discussions or address customer success challenges.
• Working with clients on retention cases to prevent churn effectively.
• Tracking client activities in SalesForce.com and logging customer interaction outcomes accurately.
• Consistently meeting or exceeding target customer activity metrics and service level objectives (SLOs).
• Managing client contracts, invoices, billing, and SLA reporting requirements.
• Processing contract changes like add-on services, downgrades, and cancellations.
• Creating accurate quotes and securing purchase orders for Smarsh services.
• Identifying additional services that can grow your accounts and partnering with sales for new opportunities.
• Driving closure on renewal business and effectively managing at-risk clients.
• Taking ownership of customer issues and collaborating with internal teams to meet customer needs, especially with escalated issues.
• Promoting product adoption through training sessions and delivering insightful best practices to clients based on their deployments.
• Working collaboratively within a team and providing valuable feedback for improvements.
• Preparing and hosting Business Reviews for top assigned accounts, along with other duties as assigned.

Required Skills

To be successful in this role, you should possess the following skills and qualifications:

• A minimum of 1+ years experience in a customer-facing role, preferably within B2B and/or SaaS environments.
• A BA/BS degree or equivalent 4+ years' experience in customer success in lieu of a degree.
• Proficient knowledge of the MS Office Suite.
• Strong oral and written communication skills.
• Excellent organizational abilities and attention to detail.
• A proficiency in managing multiple tasks simultaneously.
• The capability to quickly understand customer questions and problem-solve effectively.
• Proven results in driving customer health, satisfaction, loyalty, and advocacy.
• The ability to present to senior leaders and technical audiences successfully.

Salary Information

The hourly wage for the Customer Success Specialist role at Smarsh falls within the $26 - $33 range. This range is a good faith estimate by Smarsh and may be influenced by various factors, including internal equity, experience, education, location, specialty, and training. Salary discussions, including potential bonus programs, will be held during the recruiting process, alongside local cost of living assessments done for each new hire at the time of the offer.

Company Culture

Smarsh promotes a culture centered around lifelong learning, innovation, and a collaborative work environment. The company values humility and humor as part of its ethos. By utilizing advanced technology in AI and machine learning, Smarsh aims to help its customers achieve unprecedented growth.

Smarsh is committed to fostering a diverse environment where everyone can be their authentic selves. The leadership and culture at Smarsh have earned recognition, including awards from Comparably.com as one of the Best Places to Work.

Smarsh invites potential candidates to join their team to explore what exceptional career opportunities look like within an award-winning organization.

This job offer was originally published on remoteOK.com