Vacancy Name
Customer Success Manager

Employment Type
Permanent

Location
USA - Remote

Job Details

Summary

As a Customer Success Manager at Smart Communications, you will serve as a trusted strategic advisor to our customers, cultivating and managing strong relationships to drive mutual growth, maximize ROI, and promote advocacy. The ideal candidate will demonstrate strategic thinking and the ability to execute swiftly by identifying opportunities to enhance customer engagement, drive product adoption, and mitigate risk. You will be responsible for delivering meaningful business outcomes and measurable impact, focusing on improving renewal predictability, gross retention, and utilization. Your contributions will shape a customer-centric engagement framework, establishing lasting and impactful connections with our customers.

About Smart Communications
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today's digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications' Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit smartcommunications.com.

Who are you?

You are a dedicated customer advocate with a passion for delivering exceptional experiences. You excel at balancing multiple priorities while expertly forecasting renewals and understanding your customers' future directions. Your relationship management skills enable you to address customer issues proactively and escalate needs where necessary, all while ensuring a best-in-class customer experience. Your commitment to fostering strong partnerships makes you an invaluable asset to our team.

The responsibilities of the role include:

• Build and maintain strong relationships with assigned customers to enhance customer satisfaction and retention.
• Drive renewal retention and forecast future renewals effectively.
• Manage and report on the status, risk factors, and overall health of customer relationships.
• Develop strategies to expand the footprint of Smart Communications within existing accounts.
• Drive adoption of product features to maximize value and promote best practices.
• Stay informed about product features and relevant use cases to support customers effectively.
• Proactively manage at-risk customers, providing regular updates and escalation as necessary.
• Work independently on ambiguous issues, prioritizing and executing in a dynamic environment.
• Develop strong executive and technical influence by building trust and understanding their business challenges and desired outcomes.
• Collaborate effectively as a team player, thriving in a fast-paced, high-growth environment.
• Take ownership of responsibilities with minimal direction, delivering results in complex projects.
• Proven ability to influence enterprise customers and executive stakeholders effectively.

Performance Indicators

• Customer renewal rates and logo retention
• Renewal forecasting and opportunity management
• Product adoption and utilization
• Proactive customer engagement including Success Plans and delivering Business Reviews

What we're looking for:

Must have skills/experience:

• 3+ years of experience as a Customer Success Manager (CSM) or in a similar role, preferably within a Cloud/SaaS organization
• Proven track record in building customer relationships, with a strong understanding of retention and revenue generation
• Strong presentation skills and the ability to engage effectively with all levels of an organization
• Excellent verbal and written communication skills
• Excellent interpersonal skills with confidence to advocate honestly and influence effectively
• Familiarity with the CCM industry, particularly in our core verticals: Insurance, Healthcare, and Financial Services
• Proficiency in Salesforce, BI tools, and the complete suite of MS Office products
• Ability to meet quarterly and annual renewal rates and satisfaction metrics

Core Competencies:

• Analytical Skills: Demonstrated effectiveness in analyzing complex situations and identifying key issues.
• Organizational Skills: Exceptional time management abilities, with a talent for prioritizing daily tasks and planning ahead.
• Planning and Execution: Skilled in monitoring progress and taking decisive action to address challenges and meet deadlines.
• Proactive Approach: Ability to leverage both instinct and data to respond swiftly to emerging situations.
• Collaboration: Strong capability in fostering teamwork and building trust across the organization.
• Technical Proficiency: In-depth product knowledge and a comprehensive understanding of customer use cases.
• Adaptability: Consistent performance under conditions of uncertainty and pressure.
• Effective Communication: Proficient in employing various interpersonal styles and methods to positively influence stakeholders and facilitate agreement among differing interests.

We look for the following SMART values in everyone we hire at Smart Communications:

• Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We're not complainers we're problem solvers.
• Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don't sit on the sidelines.
• Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask 'why?' so that we can help remove complexity. We don't allow hurdles to get in our way.
• Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don't believe in being busy for the sake of being busy, we focus on productivity.
• Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don't want anyone to feel disengaged, we're in this together!

What's the deal?

We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive.

In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including extensive health, dental and vision insurance, employer-funded health savings account, flexible spending plan, life and AD&D insurance, short and long term disability insurance, gym membership reimbursement, and 401K contribution, as well as 18 days' holiday allowance plus an additional day off on your birthday!

This role is fully remote.

So, if we interest you, please let us know by applying for this position and tell us all about yourself.

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/