Customer Success Manager

SmartVault•Houston, TX

4h•Hybrid

About The Position

Reporting to the Director of Customer Success, the Customer Success Manager will support the Smartvault existing customer base. As a Customer Success Manager, you will drive retention and expansion by educating customers, solving technical problems, helping with continued adoption of our products and services, and identifying opportunities for customers to grow suite of SmartVault products. Smartvault prioritizes delivering an amazing customer experience, and this role will help deliver this through the customer journey. The ideal candidate is high energy, experienced with web-based technologies, passionate about helping customers, and excels in communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall customer success process.

Requirements

2-3 years experience in Customer Success and/or account management function within a SaaS organization.
Demonstrated ability to manage a high volume of activities and customer with varying priorities
Very well-organized, with high attention to detail; ability and experience with developing and executing on customer project plans
Exceptional follow-through and passion for delivering results for customers
Ability to quickly identify and communicate potential risks and issues
Possess strong written and verbal communication skills to effectively present and communicate to all levels of an organization
Ability to effectively work with cross-functional teams
Proficiency using MS Office (Word, PowerPoint, Excel)

Nice To Haves

Familiarity with SFDC preferred

Responsibilities

Proactively connect with existing customers at established points throughout the year to maximize overall usage, value, and benefits of the SmartVault Software
Perform ongoing assessments of customer deployments and take the necessary steps to increase adoption, usage, and derived value
Drive results toward continued business growth and high customer satisfaction
Project manage customer engagements, build out and execute project plans for program deployment and license activations; manage internal and external resources to achieve these goals.
Drive customer issues, enhancement requests, and other initiatives toward accepted solutions ensuring a consistent and positive customer experience.
Gain and capture an understanding of customers’ needs, while owning requests and advocating for customer throughout the process.
Drive productive and effective communication with customers and internal teams; provide timely account reporting to management and account teams.
Develop process improvements and best practices to enhance the quality, effectiveness, and efficiency of our overall support of customers.
Gain and apply thorough understanding of Smartvault solutions, supporting technologies, and internal tools for documentation and reporting; while maintaining accurate record of customer and internal discussions and action items.
Meet or exceed goals as set by Smartvault’s organizational and business initiatives