Customer Success Manager, Corp 3

Smarsh•Portland, OR

About The Position

The Customer Success team is Smarsh's customer's trusted partner and advocate, with the goal of driving customer success and establishing loyal relationships with Smarsh. Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh. Customer Success is actively involved with customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identify ongoing promotion of the value of Smarsh solutions. This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. This also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature. For Smarsh's largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.

Requirements

3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
1+ years' experience in SMB 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
MS Office Suite knowledge (PPT)

Responsibilities

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 (~100k - 1mil ARR), typically a territory of approximately 35+ 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