Smarsh

Content Writer

• Research and write long-form content including Guides, blog posts, white papers, reports, briefs, webpages, and voice-over scripts
• Create short-form content including webinar abstracts, emails, social posts, text for graphics, event banners, and paid ads
• Write across styles and audiences: Informational, social, web, executive, and casual
• Translate complex or technical topics into clear, approachable copy—without losing accuracy
• Deliver copy that’s easy for downstream partners (designers, developers) to implement correctly
• Work within compliance requirements and feedback cycles while maintaining voice and intent
• Execute against defined content briefs and priorities provided by Smarsh teams
• Edit for clarity, consistency, and flow while preserving meaning
• Rewrite technical content to sound more conversational and audience-friendly
• Proofread and perform final QA on designed assets (graphics, emails, banners, landing pages) to ensure copy accuracy
• Ensure content aligns with brand voice, style guidelines, and compliance expectations
• Spot ways to strengthen campaigns/projects with high-impact supporting content (e.g., companion blog posts, landing page enhancements, email follow-ups, social cutdowns)
• Recommend innovative reuse opportunities (turn one strong asset into multiple channel-ready versions)
• Flag content that’s duplicative, unnecessary, or unlikely to perform—suggest simpler alternatives when appropriate
• Support editorial planning and brainstorming with internal team

Content Writer, Editor – Contract

• Oversee and manage all tax compliance activities, including federal, state, local tax filings.
• Oversee the maintenance of intercompany transfer pricing
• Coordinate with external tax consultants to ensure the timely completion of international tax filings
• Prepare, review, and/or coordinate income tax provisions and related disclosures in accordance with US GAAP with a deep understanding of ASC 740.
• Manage the preparation and timely filing of corporate income, sales and use, property, and other indirect taxes
• Research and analyze complex tax issues to ensure compliance with applicable tax laws and regulations
• Proactively manage special projects, including delegating and supervising staff or external advisors to ensure successful completion
• Coordinate with external tax advisors and auditors on tax filings, audits, and examinations
• Prepare, review and/or analyze account reconciliations and resolve accounting discrepancies
• Monitor changes in tax legislation and assess the impact on the Company; recommend tax planning strategies as appropriate
• Ownership over financial information required for compliance and submitted to the Company’s lender on a monthly basis
• Coordinate with the Director of Accounting on departmental efficiencies and improvements including cross-training on Company systems and processes
• Other related responsibilities as determined from time to time by management

Tax Manager

Program Manager

• Manage the KCS strategy, roadmap, and adoption across global Support teams.
• Oversee the knowledge base to ensure content quality, accuracy, structure, and usability.
• Facilitate KCS training, workshops, and ongoing coaching for the global Support organization.
• Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.
• Lead KCS dashboard reviews with Leadership and guide data-driven decisions.
• Coordinate recurring KM program evaluations, audits, and health checks.
• Oversee the article quality monitoring program and ensure corrective actions.
• Drive content tuning initiatives to improve customer self-service success.
• Maintain the KCS Rewards & Recognition program to encourage participation and excellence.
• Contribute to the Content Council and act on opportunities identified across teams.
• Collaborate with AI and KDE teams to identify, prioritize, and close content gaps.
• Partner with the Digital Support team to improve content findability and search experience.
• Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.
• Oversee the health, growth, and effectiveness of the online peer-to-peer community.
• Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.
• Create, maintain, and improve moderation playbooks, workflows, and best practices.
• Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.
• Ensure community-related roles are staffed, trained, and operating effectively across all product lines.
• Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.
• Perform administrative functions such as account unlocks, password resets, and display name updates.
• Support other duties as needed to ensure operational excellence and community success.

Digital Support Program Manager

Solutions Engineer

• 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.
• Provide deep technical expertise in the sales process, thereby identifying and influencing requirements early in the process.
• Have a deep technical understanding of Smarsh’s products and 3rd party integration; conduct technical presentations.
• Influence and capture the prospect’s technical requirements, own the architecture blueprint and re-validate with the prospect.
• Provide technical leadership during complex, enterprise-level Proofs of Concept engagements to meet the technical success criteria in a positive and professional manner that exceeds expectations and sets Smarsh apart from competitors.
• Take the lead on the technical responses associated with an RFI/RFP/RFQ etc.
• Prepare internal solution design proposals for complex deployments. Work with all departments to prepare for large and complex implementations, including knowledge transfer, integration design, and product gap analysis.
• Keep informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, and the latest product-line developments.
• 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.
• Travel as needed for internal/external meetings – Roughly 30 / 40%

Sales

• Hire, onboard, train, and lead a team of front-line Corporate Sales Representatives
• Drive consistent quota attainment through hands-on coaching, deal strategy sessions, and pipeline inspection
• Conduct regular 1:1s, performance reviews, and development planning to grow rep capability and career progression
• Act as an escalation point for complex or high-impact deals, supporting reps through advanced sales cycles
• Own forecast accuracy and pipeline health for the assigned team, proactively identifying risks and variances
• Enforce sales process rigor, including Salesforce.com usage, pipeline hygiene, and forecasting discipline
• Translate sales strategy into clear execution expectations, operating rhythms, and team priorities
• Identify performance trends, skill gaps, and improvement opportunities and surface insights to Sales Leadership
• Partner cross-functionally with Marketing, Enablement, and Operations to execute demand generation and productivity initiatives
• Drive continuous improvement in rep effectiveness, deal quality, and sales execution

Senior Manager, Corporate Sales

Customer Success Manager

• Deliver high level of responsiveness to assigned accounts
• Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
• Work with clients via retention cases, prevent and manage churn
• Track activities inSalesForce.com, and accurately logs outcomes of customer discussions
• Consistently meet or exceeds target customer activity metrics and SLO’s
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, and cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, and 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 recommendations 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
• Prepares and hosts Business Reviews for top assigned accounts
• Other duties as assigned.

Customer Success Specialist

Support Engineer

• Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
• Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Actively diagnose, troubleshoot and resolve customer issues.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Build deep expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams.
• Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
• Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.

Technical Support Engineer II

Account Executive

• Actively engage with prospective new clients via phone, and web conference to introduce Smarsh products and value proposition.
• High volume of prospecting activities and lead generation within your 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 that is kept up to date 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 and when implemented.
• Effectively use sales tools: Salesforce, LISN, Outreach.io, Zoominfo, and others to prospect.
• Maintain coverage of accounts in territory. Coverage defined by Sales Excellence Framework.
• Manages time effectively to hit quota, KPIs and continues education in sales skills or product knowledge
• Focuses on Corporate Sales accounts 51-1000 employees or threshold determined by management.

Account Executive II, Corporate Accounts – New Logo

• Manage the needs of Small Business clients, resolving inbound questions and maintaining renewal processing.
• Assist clients in achieving business goals and maximizing investment in Smarsh products.
• Establish loyal relationships with clients as the customer’s trusted partner.
• Demonstrate capability to excel in MM CSM responsibilities.
• Serve as an SME for Smarsh processes and procedures, coaching or onboarding other CSMs.
• Deliver high level of responsiveness to assigned Mid-Market tier accounts.
• Work with clients via Retention Cases, prevent and manage churn.
• Track activity in SalesForce.com and log outcomes of customer discussions.
• Maintain daily/weekly meetings for assigned accounts.
• Prepare and host Business Reviews for top assigned accounts.
• Manage assigned client contracts, invoices, billing, SLA reporting requirements.
• Create accurate quotes and obtain purchase orders for Smarsh services.
• Identify additional add on services for account growth.
• Drive closure of renewal business and identify at risk clients for remediation.
• Drive client adoption of Smarsh products and services by providing valuable insights and best practices.

• Generate new business by targeting sizable organizations and regulated industry clients; this position does not include management of existing accounts.
• Develop sales strategies to address the needs of customers across financial, technology, healthcare, and other verticals.
• Maintain key forecasting and communication notes in support of our 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 current and future 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 – New Logo

Sales Development Rep

• Reach a minimum dial goal per day as established by leadership
• Reach monthly quota of discovery meetings that lead to revenue growth opportunities
• Be an expert in the Smarsh platform to understand prospects’ compliance and archiving requirements and how Smarsh can fulfil those requirements
• Maintain a complete, accurate, up-to-date sales pipeline and forecast in Salesforce
• Successfully manage and overcome prospect objections
• Qualify opportunities and leads to the top of our sales funnel
• Develop multi-channel presentation skills to present in person and via the web
• Professionally and passionately represent the Smarsh brand, vision, and values at all times
• Other duties as assigned.

Sales Development Representative

• 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. This includes any 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.

Enterprise Customer Success Manager

• Identify potential opportunities, arrange meetings, initiating sales momentum, build proposals, and closing sales
• Identify, establish and build relationships with organizations that will assist in the sales of Smarsh products
• Refine and progress the capture plan strategies
• Attend Business Development meetings (kickoff, status, approval etc.)
• Work alongside executive leadership to identify, refine, and execute our DOD and Federal growth strategies
• Achieve yearly sales targets and build opportunity pipelines for out years
• Develop and execute effective business development/sales call plans for meetings with target agencies and program managers
• Develop industry relationships and represent our company at industry events
• Develop and maintain positive working relationships with both internal and external stakeholders, including other business development and capture team members, client executives, proposal managers, and program management teams to ensure effective, efficient, and integrated implementation of capture strategies
• Meet or exceed established performance goals in support of overall corporate growth and new business sales success

Account Executive – FED

• High volume of prospecting activities and lead generation within your assigned territory to identify new potential Smarsh customers in the government 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 that is kept up to date 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 and when implemented
• Effectively use sales tools: Salesforce, LISN, Outreach.io, Zoominfo, and others to prospect
• Maintain coverage of accounts in territory. Coverage defined by Sales Excellence Framework
• Manages time effectively to hit quota, KPIs and continues education in sales skills or product knowledge
• Focuses on Corporate Sales accounts 1-50 employees or threshold determined by management
• Other duties as assigned

Account Executive, SLED

• Support and expand our Enterprise and Federal businesses.
• Act as the critical liaison between Smarsh Global Services (SGS) and the Enterprise and Federal Sales teams.
• Ensure customers gain a clear understanding of the value and importance of Smarsh’s professional services, migrations, managed services, and compliance-focused delivery offerings.
• Drive services revenue growth across Enterprise and Federal segments.
• Maintain accurate forecasting, reporting, and pipeline visibility for services deals.
• Develop high-quality services proposals, statements of work (SOWs), and level-of-effort (LOE) estimates.
• Build and deliver persuasive decks and executive presentations that position Smarsh Services as essential to customer transformation.