Job Description

Accountable for managing assigned customer relationships, farming the base, ensuring customers ROI is maximized, customers are referenceable, and high renewal rates. The Senior Customer Success Manager will help gather and communicate customer feedback back into Smart Communications, report on overall customer health and risk factors, and identify areas where relationships can be expanded.

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.

Who are you?

You are a passionate customer advocate that has previous Customer Success experience who is able to balance multiple tasks while able to forecast renewals, understand your customers future direction, manage relationships, escalate customer issues and ensuring a best-in-class customer experience.

The responsibilities of the role include:

• Building strong relationships with assigned customers
• Renewal Retention & Forecasting
• Managing and reporting on the status, risk factors and overall health of owned customer relationships
• Supporting the development and implementation of repeatable and scalable Customer Success processes
• Strategies for expanding the footprint of Smart Communications customers
• Identifying upsell opportunities for net-new license and services engagements

This role will take on roughly 25 of our mid-size accounts. Candidates should be prepared to travel to customer sites approximately 25% of the time.

Performance Indicators

• Customer renewal rates
• Account growth
• Referenceable Customers through Customer Case Studies and video testimonials
• Net Promotor Score (to be implemented)
• Customer attendance and participation in Smart Communications events
• Customer Community Adoption
• Identification of upsell opportunities for Smart Communications solutions within the Customer base

What we’re looking for:

Advantageous skills/experience:

• Experience in a Customer facing role with a Cloud/SaaS provider
• Demonstrated track record in customer relationship building and or retention and revenue generation
• Possess strong presentation skills and credibility with all levels, including C-level executives
• Possess excellent verbal and written communication skills
• Excellent interpersonal skills and the confidence to be an honest advocate, but willing to push back when needed
• Knowledge of the CCM space would be advantageous
• Knowledge of CRM applications, ideally Salesforce
• Capability of meeting quarterly and annual renewal rates & satisfaction metrics

We look for the following core competencies in everyone we hire at Smart Communications:

• Analytical Ability – effectiveness in analyzing situations and identifying key issues.
• Planning and execution – monitoring progress, taking action when necessary to rectify situations / meet deadlines.
• Proactive – taking responsibility for making things happen.
• Social Magnetism – taking actions, which show awareness of one’s own impact on others.
• Teamwork – collaborating with and promoting collaboration between different parts of the business.
• Technical expertise – keeping up to date technically within one’s own functional area.
• Adaptability – stability of performance under uncertainty and pressure.
• Communication & influence – using appropriate interpersonal styles and methods of communication to influence others positively to obtain agreement between different interests.

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. All our packages include an annual bonus based on the Company’s performance, so we are all incentivized to over-achieve!

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 race, color, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.