Customer Success Manager

SmartVault • Houston, TX

7d • 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. SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets. SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives.

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

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

Benefits

• Relaxed environment that emphasizes work/life balance
• Top-notch health benefits
• Generous vacation time
• Time off to volunteer
• Hybrid remote working
• Inclusive culture where everyone can be themselves and reach their full potential

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees