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Job Descrption
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
Smarsh is seeking a Product Adoption Consultant reporting to VP, Customer Success. As part of our Enterprise customer success leadership team, you will be the subject matter expert for the Customer Success Managers bringing expertise in customer adoption and delivering customer return on their investment. In your customer facing role, you will be partnering with CSMs to help customers in their adoption journey to get business outcomes. You will be liaising with leaders across the organization to deliver OneSMARSH experience for the client.
How will you contribute?
- Understand Enterprise customer tiers and define product adoption goals for customer success managers to deliver.
- Define playbook for customer with low product adoption.
- Collaborate with Smarsh services team to define customer onboarding and initial adoption plan. Own and manage collaterals to support the process.
- Collaborate cross functionally to define and own changes to product adoption objectives. This includes health and adoption metrics review.
- Owns customer journey representation, collaterals, and end to end Smarsh adoption unique value during sales cycle.
- Collaborate with Product management team to define and refine best practices for ongoing product engagement and customer feedback.
- Own product adoption metrics their measurement, review, and management.
- Support CSMs as required in customer conversations as a subject matter expert.
- Understand business workflows as offered by the product.
- Manage customer relations with identified business contacts.
- Review identified At Risk customers and provide feedback and guidance for remediation plans. Own parts of remediation plan as appropriate.
- As part of customer success leadership, review and refine CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Identify best practices and coach throughout Customer success team.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
What will you bring?
- 12+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments.
- BA/BS degree in business/technology or comparable experience and 5+ years’ experience in customer success.
- Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
- Extremely strong oral and written communication skills.
- Intellectual Curiosity and strong technical acumen
- High degree of accountability
- Comfortable with uncertainty and opportunities for change
- Skilled at matrix management and using leadership skills to achieve goals.
- Demonstrated strong negotiation & influencing skills,
- Confident in juggling multiple tasks.
- Ability to quickly understand questions and problem solving.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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