Customer Success Specialist

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Customer Success Specialist to manage the needs of Small Business clients, resolve inbound questions, and maintain annual renewal processing.

Responsibilities

• Deliver high level of responsiveness to assigned accounts
• Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
• Work with clients via retention cases, prevent and manage churn
• Track activities in SalesForce.com , and accurately logs outcomes of customer discussions
• Consistently meet or exceeds target customer activity metrics and SLO’s
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, and cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, and 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 recommendations 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
• Prepares and hosts Business Reviews for top assigned accounts
• Other duties as assigned

Skills

• 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
• BA/BS degree or 4+ years' experience in customer success in lieu of degree
• MS Office Suite knowledge
• Effective oral and written communication skills
• Strong organizational 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 senior leaders, accounting, and/or technical audiences

Company Overview