Smarsh

Solutions Engineer

• Spend 50-70% of your time working on revenue generating deals, with the remaining time spent on supporting our internal projects, ongoing learning, and supporting cross-departmental initiatives as needed.
• Assist sales with discovery process to identify quantifiable problems our solutions can solve
• Demonstrate/Workshop/Solution how our products/platform can help our prospects/customers achieve their desired business outcomes and realize value
• Lead the scoping and execution of validation events where appropriate
• Take the lead on the technical responses associated with an RFI/RFP/RFQ/Infosec etc.
• Regularly update systems of record (salesforce, SharePoint etc.) with presales notes/collateral etc.
• Contribute best practices and content/collateral to broader presales and sales teams
• Present professional services and success management offerings as part of a comprehensive solution
• Support cross-departmental projects like lead generation, event marketing, partner enablement, and sales enablement as needed
• Travel as needed for internal/external meetings

Manager

• Lead creative strategy and execution across brand, digital, demand generation, and product marketing initiatives.
• Translate complex technology concepts into clear, visually compelling storytelling that resonates with customers, partners, and employees.
• Leverage AI and emerging design technologies to scale creative capabilities, enhance efficiency, and accelerate content production while maintaining quality and originality.
• Develop and own the brand identity system, ensuring consistency and evolution across all channels and audiences.
• Inspire, mentor, and direct designers and agencies to deliver world-class creative that drives engagement and business impact.
• Own the creative budget and resource planning, ensuring efficient allocation and ROI across campaigns / initiatives.
• Collaborate cross-functionally with BU marketing leads, and senior stakeholders across product, and executive teams to build unified, insight-driven campaigns and align creative strategy with broader business goals and customer insights.
• Champion creativity grounded in data, bringing both originality and measurable results to every project.
• Stay ahead of design, storytelling, and technology trends to ensure our brand remains modern, differentiated, and relevant.
• Manage project timelines, budgets, and resources effectively.

Senior Manager, Creative

Support Engineer

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

Technical Support Specialist II

Product Manager

• Define a compelling strategy for driving AI augmented workflows and use cases in Archive and Discovery products that extend the data platform and create new opportunities for growth and solving pressing business problems for our customers.
• Develop market research, PRDs with business cases, manage product roadmap and prioritize with our engineering teams.
• Drive Monetization: Develop and oversee monetization strategies for the new capabilities introduced, ensuring AI safeguards and governance, competitive differentiation to foster innovation while protecting COGS.
• Work closely with Product, Engineering, Sales, and Marketing teams to develop joint go-to-market strategies that drive enablement, adoption, and long-term success.
• Work closely with other Product Managers to convert product strategy to detailed requirements and prototypes that can be translated into our development processes.

Principal Product Manager – Data & Analytics

Attorney

• Manage the contract lifecycle from intake through execution, including triage, review, approval routing, redlining, and signature.
• Draft, review, and negotiate standard agreements such as NDAs, order forms, MSAs, SOWs, and DPAs under attorney supervision.
• Maintain and enforce use of contract playbooks and templates to ensure consistency and risk management.
• Track contract status, obligations, and renewals using the company’s CLM system.
• Provide training and guidance to Sales and Procurement on contract submission and escalation processes.
• Collaborate with internal teams to resolve contract-related issues efficiently.
• Generate regular reporting on contract volumes, cycle times, and key legal KPIs.
• Assist in implementing and optimizing CLM tools, templates, and workflows.

Legal Contracts Manager – SaaS Commercial

Security Engineer

• Lead a team dedicated to embedding security within products and ensure products are secure by design and compliant with security standards and regulations.
• Partner with the Product Owner, Technical Product Owner, and Engineering Lead to advocate for and influence security measures within product development.
• Conduct comprehensive threat modelling to identify potential threats and vulnerabilities and perform detailed risk assessments.
• Develop and implement secure design principles and secure coding practices for development teams.
• Lead regular security testing including static and dynamic analysis and penetration testing; evaluate and prioritize vulnerability fixes and eliminate false positives.
• Ensure products comply with relevant security standards and regulations; maintain and update documentation and evidence of compliance and support audits.
• Develop and maintain product-specific incident response plans and provide expert support to the SOC for incident management.
• Continuously improve security practices and processes within the product development lifecycle and stay updated with latest security threats and technologies.

Senior Manager, Product Security

• Define and own the product vision, strategy, and roadmap for your area, aligned with company and team priorities
• Partner with engineering, design, analytics, marketing, and operations teams to drive product development from concept to launch
• Establish clear success metrics, track progress against goals, and adjust course based on insights
• Lead customer discovery and market research to deeply understand user needs and competitive dynamics
• Prioritize product opportunities, balancing short-term delivery with long-term strategic bets
• Communicate product strategy, updates, and results effectively to executives and cross-functional stakeholders
• Mentor junior product managers and contribute to the growth of the broader PM community

Senior Product Manager

Account Executive

• Report to the Director of Corporate Sales and be responsible for acquiring new customers within the Corporate III segment.
• Build a credible and predictable sales funnel and deliver on sales growth targets associated with acquiring new logos.
• Generate new business by targeting sizable organizations and regulated industry clients (Financial Services, technology, healthcare, etc.).
• Develop sales strategies tailored to customer needs across multiple verticals.
• Maintain key forecasting and communication notes in Salesforce to support the sales process.
• Execute and measure daily activities using specific, measurable, attainable, reasonable, and time-bound mechanisms and tools.
• Collaborate with team members to define and improve business processes.
• Communicate opportunity and pipeline progress with company stakeholders.
• Collaborate with cross-functional teams to ensure effective onboarding and satisfaction for newly acquired clients.

Account Executive III, Corporate Accounts

Customer Success Manager

• Create value for the customer by knowing, tracking, and managing customer’s business objectives tied to Smarsh solutions.
• Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.
• Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.
• Drive and track customer adoption of Smarsh products and services.
• Proactively identifying strategic growth opportunities while providing value with what the customer has today.
• Measure and report on customer health.
• Identify appropriate steps or resources and lead effort to improve customer health.
• Proactively identify At Risk Clients and define escalation and remediation plans, including cross-departmental collaboration as needed.
• Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
• Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
• Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
• Negotiate complex renewal terms.
• Adhere to defined CSM processes, metrics, and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Consistently meet or exceed target customer activity metrics and SLO’s.
• Identify best practices and coach throughout Customer success team.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
• Other duties as assigned.

Strategic Customer Success Manager, Enterprise

• High volume of prospecting activities and lead generation within assigned territory to identify new potential Smarsh customers in the Corporate Sales segment
• Consistently meet or exceed quarterly bookings goal
• Interact with Management team in 1:1, team meetings and via forecasting and reporting to provide high quality service
• Maintain accurate and timely forecast as the opportunity progresses through the sales cycle
• Maintain accurate system hygiene in Salesforce, including keeping notes in opportunities up to date
• Establish and maintain a positive working relationship with all colleagues and customers
• Provide industry regulation changes and updates to our client base as implemented
• Effectively use sales tools: Salesforce, LISN, Outreach.io, Zoominfo, and others to prospect
• Maintain coverage of accounts in territory as defined by Sales Excellence Framework
• Manage time effectively to hit quota, KPIs and continue education in sales skills or product knowledge
• Focus on Corporate Sales accounts (1-50 employees or threshold determined by management)
• Other duties as assigned

Account Executive I, Corporate Accounts

• Provide Business-Critical Support to specific accounts for premium offerings.
• Interact with all levels of leadership across Smarsh and clients as needed.
• Advocate for product, policy and process improvements that improve the customer experience.
• Provide frontline support role for Mobile products (SaaS-hosted and Application based). Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions. Independently identifies the root cause of software or system issues and uses system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases. May recommend code-level or configuration changes.
• Ensure team adherence to SLAs for support coverage for initial response and timely resolution for customer cases via phone, web and community. Assigned to specialized teams or projects to leverage knowledge and equip others. Regularly participate in bridge calls for system outages or critical production issues. Develop expertise for broad set of assigned Capture Mobile products to maximize first contact resolution.
• Apply product and industry expertise to actively diagnose, troubleshoot and resolve most complex/advanced customer issues. Escalate cases as required based on customer business impact.
• Influence the support organization to deliver quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• Lead customer escalations or 3rd party support coordination to resolve issues for critical accounts.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
• Will be assigned as designated Support Engineer to specific accounts for premium offerings.
• Regularly engage with SRE and Engineering teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Publisher. Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company. May include KCS Coach role.
• Promote adoption and success of customers and partners using self-service offerings, including knowledge base, community, and training resources.
• Lead the identification and implementation of “shift left” changes to increase resolution rate and accelerate time to resolution. Develop and deploy innovative approaches to resolve issues and scale the use of new support practices.
• Actively participate in readiness planning and activities related to pre-release or new product introduction preparation for the support team.
• Train and mentor peers to facilitate sharing of expert-level knowledge.
• Participate in a rotating weekend on call.

Senior Technical Support Engineer I

Consultant

• A Supervision Consultant combines supervision and compliance services, customer success, and business development.
• Assist in day-to-day delivery and growth of Smarsh Supervision Services.
• Work closely with customers and internal partners to enable best-in-class supervision programs.
• Onboard and serve as a primary point of contact for Assisted Review clients.
• Serve as a sales support resource, including sales call support, driving sales opportunities in existing and new clients, SOW review and delivery.
• Drive business development through client growth and service expansion.
• Build and maintain advanced knowledge of regulatory policies and procedures, including FINRA.
• Partner with legal, compliance, and business partners on process changes and regulatory expectations.
• Meet with customers to support and implement supervision services, consult on best practices, and develop supervision workflows.
• Implement and refine supervision policies to ensure compliance with legal and regulatory requirements.
• Setup searches, queues, tags, and other attributes in Smarsh platforms.
• Analyze customer data, transactional activity, and procedural documentation to determine adherence to best practices.
• Conduct compliance reviews and analysis of regulatory compliance policies for the Assisted Review service.
• Prepare, proofread, and distribute confidential reports, correspondence, and forms.

Professional Services Consultant – Supervision

Financial Planning and Analysis

• Work directly with customers, sales teams, sales leaders, services/support teams, and business unit leaders to advise on deal structures, establish compelling commercials, and drive closure of customer issues.
• Develop product knowledge and work with product and solutions delivery teams to help define commercial offerings.
• Understand the business and technical requirements of our customers and partners, advising sales teams on the best approach (balancing risk between custom terms and internal system limitations).
• Work cross-functionally to develop global mechanisms for deal management and sizing (sales intake, approval matrixes, systems of record, contracting mechanisms, billing enablement, new commercial constructs, and booking valuation policies).
• Evaluate and model pricing proposals for new and existing offerings based on customer requirements and in accordance with business processes and solutions.
• Prepare cost models, margin assessments, and booking valuations for review and approval by Smarsh leadership.
• Provide input to produce required documentation for new services, extensions and renewals.
• Provide administrative support for effective management and tracking of pricing proposals, booking valuations, and approval decisions.
• Operate as a team member supporting a global consulting and sales operation to advise on methods to improve business processes through interaction with order management, sales operations, revenue operations and finance teams ensuring alignment on opportunities and supporting reporting, quoting and booking processes. Support complex negotiations involving bespoke commercial and legal agreements.
• Quickly build credibility and trust with internal customers.
• Provide strong support, communication, and persuasion skills including cross-functional teams and senior leaders.
• Other Duties as Assigned.

Solutions Engineer

Senior Manager, Creative

Technical Support Specialist II

Principal Product Manager – Data & Analytics

Legal Contracts Manager – SaaS Commercial

Senior Manager, Product Security

Senior Product Manager

Account Executive III, Corporate Accounts

Strategic Customer Success Manager, Enterprise

Account Executive I, Corporate Accounts

Senior Product Manager

Senior Technical Support Engineer I

Professional Services Consultant – Supervision

Finance Manager