Loading...
Mid LevelFull-timeRustGitAIML
Salary Range
$26 - $33 /hour
About the Role
Smarsh is seeking a Customer Success Specialist to join their growing Customer Success Team. This role focuses on managing Small Business clients, resolving questions, and maintaining annual renewal processing.
Key Responsibilities
- →Deliver high level of responsiveness to assigned accounts
- →Host meetings for assigned accounts to discuss renewals, customer success issues, and at-risk remediation
- →Work with clients via retention cases to prevent and manage churn
- →Track activities in SalesForce.com and log outcomes of customer discussions
- →Consistently meet or exceed target customer activity metrics and SLOs
- →Manage assigned client contracts, invoices, billing, and SLA reporting requirements
- →Process contract changes including add-on services, downgrades, and cancellations
- →Create accurate quotes and obtain purchase orders for Smarsh services
- →Identify additional add-on services to grow accounts and partner with sales for new opportunities
- →Effectively manage and drive closure of renewal business
- →Identify At-Risk clients and determine needed remediation path
- →Take ownership for resolving customer issues and partner with internal teams for escalated issues
- →Drive client adoption of Smarsh products and services via trainings and recommendations
- →Work as part of a collaborative team and provide feedback for improvement
Requirements
- ✓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 technical audiences
