Posted 11 months ago

Customer Success Representative

US - RemoteRemoteFull-time

AI Summary

A Customer Success Representative at Smarsh manages customer relationships for a regulated-industry communications compliance platform, handling renewals, escalations, billing issues, and product adoption to drive customer success and retention.

About this role

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh. Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.

We are looking for a motivated, entry-level Customer Success Representative who can be actively involved in building relationships, promoting product adoption, addressing issues, and identifying on-going promotion of the value of Smarsh solutions.

This includes but is not limited to: renewal management, escalating client needs internally, tracking follow up for client inbound questions, resolving invoice questions or changes, and processing downgrades, cancellations, and export requests.

How will you contribute?

Respond to inbound customer calls in a prompt manner

Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution to solve the problem

Analyze customer contract, invoices, or billing related issues to identify necessary action to address client need

Track activity in Salesforce and accurately logs outcomes of customer discussions

Process customer account or billing adjustments

Consistently meet or exceed time to resolution targets

Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.

What will you bring?

1+ years’ experience with customer service, customer success, or inside sales preferably for the financial industry or similar highly regulated industry

Self-motivation with a proven ability to perform well under pressure to meet goals and deadlines

Excellent communication, listening, influencing, and training skills

High-reaching, tenacious and results driven

Validated ability to work both independently and in a group environment

Excellent organization, documentation, and time management skills

Experience using Salesforce or equivalent CRM solution is a plus