Smarsh

Customer Success Specialist

Smarsh

full-time

Posted on:

Location Type: Hybrid

Location: Portland • Oregon • United States

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Salary

💰 $26 - $33 per hour

Job Level

Junior

About the role

  • 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.

Requirements

  • 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
  • BA/BS degree or 4+ years' experience in customer success in lieu of degree
  • MS Office Suite knowledge
  • 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 senior leaders, accounting, and/or technical audiences
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successcontract managementbillingSLA reportingquote creationchurn managementaccount managementdata trackingproblem solvingpresentation skills
Soft Skills
responsivenesscommunicationorganizational skillsdetail orientedmulti-taskingcollaborationcustomer advocacyownershipinsight generationfeedback provision