Job Description

How will you contribute?

Demonstrates capability to excel in MM CSM responsibilities  
Ability to manage territory and drive ownership of a Smarsh directed project or program  
Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs
Deliver high level of responsiveness to assigned Mid-Market tier accounts  
Work with clients via Retention Cases, prevent and manage churn 
Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions  
 Maintains daily/weekly meetings for assigned accounts (~40- 100k ARR), typically a territory of approximately 120 accounts 
Prepares and hosts Business Reviews for top assigned accounts in territory
Consistently meet or exceeds target customer activity metrics and SLOs
 Manage assigned client contracts, invoices, billing, SLA reporting requirements
Process contract changes including add-on services, downgrades, cancellations  
Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees)
Identify additional add on services to grow account, partner with sales for new opportunities identified   
Effectively manage and drive closure of renewal business 
Identify At Risk Clients and determine needed remediation path  
Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met. 
Drive client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment  
Work as part of a collaborative team and provide feedback for improvement to internal stakeholders 

What will you bring?

3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry -or- 1.5+years' experience in MM role or similar 
BA/BS degree or 4+ years' experience in customer success in lieu of a degree 
Completion of Customer Success outside learning  
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 Sr leaders, accounting, &/or technical audiences 
Intermediate knowledge of the Smarsh or heritage Actiance Product Suite 
MS Office Suite knowledge (PPT)                                                           
Ability to independently navigate ambiguity