SmartBugOperatingLLC - Smartbug Media/Point Sucess/Globalia - Customer Solutions Architect

• ● Client Success○ Develop and execute a customer success strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star○ Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference○ Deliver consistent, world-class quality across all customer success strategies and implementations○ Have a strong understanding of strategic opportunities to expand retainer scope and present ideas to Marketing and CRM teams as well as internal teams (SmartBug is your client as well)○ Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ customer success strategies remain cutting-edge and effective ● Strategy Development and Execution○ Expert understanding of customer success strategies and tactics, included but not limited to: establishing strong customer relationships, customer acquisition strategies, customer referral strategies, customer retention strategies, customer onboarding, customer loyalty, customer health metrics, customer feedback surveys, cross-sell andupsell strategies, customer lifetime value, service and support processes and analytics; all features within HubSpot Service Hub ○ Gather and relay customer feedback to the client’s product development team to drive product improvements○ Monitor customer satisfaction and implement retention strategies○ Identify satisfied customers who can serve as advocates for the client through case studies, testimonials, or referrals○ Understanding of third-party tools and how they integrate with HubSpot for the purposes of recommending strategies○ Optimize client’s Service Hub instances as well as execute the strategyin HubSpot○ Work with creatives to create and curate customer collateral, presentations, and other content pieces to support your clients’ customer base● Reporting and Analytics○ Regularly assess and report on the impact of customer success efforts—remember, ROI is the North Star○ Support monthly reports, quarterly business reviews (QBRs), and additional strategic recommendations based on a strong understanding of performance data • ● Delivery Process○ Work with the internal SmartBug team to ensure quality work is delivered to clients○ Ensure you create and follow processes that result in differentiated client results● SmartBug Sales and Marketing Support○ Collaborate with the SmartBug sales team to develop tailored strategies to prospects○ Assist SmartBug sales reps in delivering recommendations during sales calls○ Participate in the company's content, thought-leadership, and organic social programs