Enterprise Customer Success Manager Service Delivery

Summary

Smarsh is seeking an Enterprise Customer Success Manager with expertise in service delivery to join our Enterprise Customer Success organization. As part of the organization, you will be delivering customer outcomes to our mid-market enterprise accounts and working with Fortune 500 caliber clients across the world. This includes contract compliance, legal and infosec management, renewal negotiation and support prioritization. This work is in partnership with Customer Success Managers focused on adoption and governance and Account Executives. You are customer’s consultant and trusted partner who can identify and navigate complex service delivery objectives with extreme efficiency.

How will you contribute?

• Create value for the customer by knowing, tracking, and managing customer’s service delivery objectives tied to Smarsh solutions.
• Know your accounts, their organization structure, and processes.
• Partner with Customer Success Manager, Adoption and Governance and Account Executive to develop a customer success plan which is part of wider strategic account plan.
• Ensure customer contract has full compliance across agreed deliverables, SLAs, reporting cadence and internal ownership.
• Manage any committed infosec deliverables and dialogue with customers.
• Deliver service delivery metrics as part of customer governance framework.
• Take ownership for identifying and driving prioritization of customer issues with appropriate internal teams. You drive customer experience by being ahead of escalations.
• Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
• Lead weekly or monthly service delivery meetings for assigned accounts, including 1-on-1s with key customer contacts.
• Negotiate complex renewal terms and any financial issues that arise during life cycle of a contract.
• Adhere to defined CSM processes, metrics, and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Identify process improvement and automation opportunities as part of CSM processes.
• Consistently meet or exceed target customer activity metrics and SLO’s.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders

What will you bring?

• 5+ 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.
• Experience in process improvement and automation across customer success service delivery.
• Extremely strong oral and written communication skills.
• Intellectual Curiosity and strong technical acumen.
• Skilled at matrix management and using leadership skills to achieve goals.
• Demonstrated mastery of organization 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.