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    Strategic Customer Success Manager - London, United Kingdom - Smarsh

    Smarsh
    Smarsh London, United Kingdom

    Found in: Jooble UK O C2 - 3 days ago

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    Description
    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.
    Smarsh is seeking a Strategic Senior Customer Success Manager to join our Enterprise Customer Success organization.

    As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world.

    This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives.

    You are customer's consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions.
    Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Smarsh solutions.
    Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.

    Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.

    Drive and track customer adoption of Smarsh products and services.
    Proactively identify At Risk Clients and define escalation and remediation plans. Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
    Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
    Track activities in CRM tools and accurately log outcomes of customer discussions.
    Identify best practices and coach throughout Customer success team.
    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.
    ~ Skilled at matrix management and using leadership skills to achieve goals.
    ~ Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
    ~ Knowledge of working in tools like Salesforce, Gainsight and Jira.

    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.

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