Customer Success Manager – Mid Market

🕒 Julho 21

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $70.000 - $75.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Smarsh

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2001

💼 Consultoria

🏥 Saúde

🛡️ Seguros

💰 Private Equity Round em 2016-01

Consulting • Healthcare • Insurance

A Smarsh é a líder global em dados e inteligência de comunicações, focada em conformidade com comunicações digitais e gestão de riscos em indústrias regulamentadas. Com mais de duas décadas de experiência, a Smarsh oferece soluções habilitadas por IA para desbloquear insights de negócios a partir de dados de comunicação em grande escala. Confiada por 95% das principais empresas financeiras e gerenciando bilhões de mensagens mensalmente, a Smarsh oferece serviços como captura de chat, arquivamento de e-mails e vigilância de riscos digitais. Suas plataformas são projetadas para atender às necessidades diversificadas e em evolução dos serviços financeiros, governo, saúde e outras indústrias, aumentando a produtividade e garantindo conformidade com os desafios de governança da comunicação digital.

Descrição

• Demonstrates capability to excel in MM CSM responsibilities • Ability to manage territory and drive ownership of a Smarsh directed project or program • Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs • 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 (~40- 100k ARR), typically a territory of approximately 120 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

🎯 Requisitos

• 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry -or- 1.5+years' experience in MM 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 • Intermediate knowledge of the Smarsh or heritage Actiance Product Suite • MS Office Suite knowledge (PPT)