Enterprise Customer Success Manager, Smarsh
Service Delivery
$125-145k
Any applicable bonus programs will be discussed during the recruiting process
3 days a week in office
Cloud-based archiving and compliance solutions
Job no longer available
Cloud-based archiving and compliance solutions
1001+ employees
Job no longer available
$125-145k
Any applicable bonus programs will be discussed during the recruiting process
3 days a week in office
1001+ employees
Company mission
To enable customers to take advantage of the latest communication and collaboration tools, while staying ahead of compliance risk.
Role
Who you are
- 5+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments
- BA/BS degree in business/technology or comparable experience and 5+ years’ experience in customer success
- Experience in process improvement and automation across customer success service delivery
- Extremely strong oral and written communication skills
- Intellectual Curiosity and strong technical acumen
- Skilled at matrix management and using leadership skills to achieve goals
- Demonstrated mastery of organization skills
- Confident in juggling multiple tasks
- Ability to quickly understand questions and problem solving
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
- Knowledge of working in tools like Salesforce, Gainsight and Jira
What the job involves
- Smarsh is seeking an Enterprise Customer Success Manager with expertise in service delivery to join our Enterprise Customer Success organization
- As part of the organization, you will be delivering customer outcomes to our mid-market enterprise accounts and working with Fortune 500 caliber clients across the world
- This includes contract compliance, legal and infosec management, renewal negotiation and support prioritization
- This work is in partnership with Customer Success Managers focused on adoption and governance and Account Executives
- You are customer’s consultant and trusted partner who can identify and navigate complex service delivery objectives with extreme efficiency
- Create value for the customer by knowing, tracking, and managing customer’s service delivery objectives tied to Smarsh solutions
- Know your accounts, their organization structure, and processes
- Partner with Customer Success Manager, Adoption and Governance and Account Executive to develop a customer success plan which is part of wider strategic account plan
- Ensure customer contract has full compliance across agreed deliverables, SLAs, reporting cadence and internal ownership
- Manage any committed infosec deliverables and dialogue with customers
- Deliver service delivery metrics as part of customer governance framework
- Take ownership for identifying and driving prioritization of customer issues with appropriate internal teams. You drive customer experience by being ahead of escalations
- Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed
- Lead weekly or monthly service delivery meetings for assigned accounts, including 1-on-1s with key customer contacts
- Negotiate complex renewal terms and any financial issues that arise during life cycle of a contract
- Adhere to defined CSM processes, metrics, and tools
- Track activities in CRM tools and accurately log outcomes of customer discussions
- Identify process improvement and automation opportunities as part of CSM processes
- Consistently meet or exceed target customer activity metrics and SLO’s
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders
Our take
The emergence of new digital communication technologies provides businesses with a great opportunity for growth. But regulated businesses need to ensure they carry out communications monitoring, archiving, and compliance to stay on the right side of regulators. This can be difficult to do with new tech - to the extent that some businesses are hesitant to adopt it at all.
Of course, there’s a substantial appetite for ways to get around this obstacle and therefore reap the business benefits of modern comms. Smarsh provides just that, with its suite of archive, storage, and monitoring tools. In the two decades since its founding, the platform has netted over 6,500 clients including top worldwide banks, brokerage firms, insurers, registered investment advisors, and state and local government agencies in the US.
This puts Smarsh in a formidable position going forward. The issue the company addresses is only getting more acute as the volume of communications increases, more tech is brought to market, and the hybrid work model pushes more communications online. Smarsh’s extensive, top-tier global reach will help it field this growing market opportunity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$28m
LATE VC
Sep 2007
$15.6m
LATE VC
Total funding: $43.6m
Company benefits
- Healthcare insurance: We provide medical, dental and vision insurance and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses
- Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a "take-what-you-need" time off policy as well as flexible work arrangements
- Recognition: We're big on kudos for a job well done. Our employee recognition program enables co-workers to nominate their peers who best embody our core values for recognition
- Life and disability insurance: Fully paid life and disability insurance coverage is provided from the day you start your job
- Wellness program: You're happier when you're healthier. So we reimburse a portion of employees' monthly health club expenses
- Retirement savings: We match a percentage of your retirement savings contributions. Smarsh employer match invests immediately, so it's yours from day one
- Sabbatical: The Smarsh sabbatical program provides a time to recharge, study or simply a time to do something you are passionate about away from the workplace. Employees are eligible after six years of service
- Giving back: Through our community partnership program, Full Circle, employees make a positive difference and receive paid time off for Full Circle activities so they can support the organizations that matter most to them
- Employee assistance program: We offer free and confidential assessments, short-term counseling, referrals and follow-up services to employees for personal or work-related issues to support their mental and emotional well-being
- Cellphones: To support our mobile and geographically dispersed workforce, we offer corporate cellular plan discounts with both AT&T and T-Mobile
- Getting here and home: Biking and taking public transit to work is not only cool but a smart and green thing to do. Smarsh proudly reimburses for monthly transit costs and biking expenses
- Parental leave: We want to support our colleagues who are starting a family. Smarsh offers paid leave to help you welcome your new bundle(s) of joy into the world
Company HQ
Portland Downtown, Portland, OR
Leadership
Stephen Marsh
(Founder)Previously worked on capital market systems at Fidelity Investments, and then moved to a Senior Product Manager role at CCBN. They are also a board member at The Wild, Asset Compliance Inc., and ComplySci.
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