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.

Requirements

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)
Ability to independently navigate ambiguity

Benefits

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.
Local cost of living assessments are done for each new hire at the time of offer.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer servicecustomer successinside salesproblem solvingpresentation skillsSmarsh product suiteSalesForce.comcontract managementbillingSLA reporting

Soft skills

effective communicationorganizational skillsdetail orientedmultitaskingcustomer health managementloyalty advocacyrelationship buildingresponsivenesscoachingnavigating ambiguity

Certifications

Customer Success certification