smarsh - Customer Success Manager - Mid Market
Requirements
• 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry -or- 1.5+years' experience in MM 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 • 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 • Intermediate knowledge of the Smarsh or heritage Actiance Product Suite • MS Office Suite knowledge (PPT) • Ability to independently navigate ambiguity
Responsibilities
• Ability to manage territory and drive ownership of a Smarsh directed project or program • Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs • 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 (~40- 100k ARR), typically a territory of approximately 120 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
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