Supports customers by responding to inquiries, resolving service and billing issues, managing renewals and account adjustments, tracking interactions in Salesforce, and escalating needs internally. The role focuses on customer relationships, product adoption, issue resolution, contract and invoice analysis, and meeting resolution targets. Candidates should have at least one year of customer service, customer success, or inside sales experience, preferably in a regulated industry.
Who are we?
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
The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh. Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.
We are looking for a motivated, entry-level Customer Success Representative who can be actively involved in building relationships, promoting product adoption, addressing issues, and identifying on-going promotion of the value of Smarsh solutions.
This includes but is not limited to: renewal management, escalating client needs internally, tracking follow up for client inbound questions, resolving invoice questions or changes, and processing downgrades, cancellations, and export requests.
How will you contribute?
- Respond to inbound customer calls in a prompt manner
- Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution to solve the problem
- Analyze customer contract, invoices, or billing related issues to identify necessary action to address client need
- Track activity in Salesforce and accurately logs outcomes of customer discussions
- Process customer account or billing adjustments
- Consistently meet or exceed time to resolution targets
- Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.
What will you bring?
- 1+ years’ experience with customer service, customer success, or inside sales preferably for the financial industry or similar highly regulated industry
- Self-motivation with a proven ability to perform well under pressure to meet goals and deadlines
- Excellent communication, listening, influencing, and training skills
- High-reaching, tenacious and results driven
- Validated ability to work both independently and in a group environment
- Excellent organization, documentation, and time management skills
- Experience using Salesforce or equivalent CRM solution is a plus
About our culture
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.
Smarsh New York, New York, USA Office
11 Times Square, 31st Floor, New York, United States, 10036
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