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
Smarsh manage the risk and see the value in their communications data. It was founded in 2001, and is headquartered in Portland, Oregon, USA, with a workforce of 1001-5000 employees. Its website is http://www.smarsh.com.
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