Customer Success Manager

| Greater NYC Area
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Overview

The Smartling Customer Success team helps customers rapidly adopt and deeply leverage the Smartling solution. Customer Success is responsible for the success of Smartling customers, working closely with other Smartling teams like Sales, Marketing, Professional Services, and Product to ensure customers achieve their global content objectives and realize significant value from using our platform. We are a fast-growing and successful startup looking for energetic candidates to grow and develop alongside the company. If you want to contribute to a team that will truly appreciate your dedication and hard work, consider joining Smartling today.

Tasks at hand

  • Establish trusted advisor relationships with customer executive sponsors such that all activities are closely aligned with the customer’s business strategy, allowing the full potential of their Smartling solution to be realized.
  • Oversee the customer’s implementation of best practices to continually drive incremental value and return on the customer’s investment.
  • Develop communication cadence and leadership on product updates and industry trends that impact your customers’ global content activities and objectives.
  • Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling.
  • Continuously articulate the value and evangelize the future of Smarting to encourage adoption and expansion across the customer’s organization.
  • Develop and implement an effective adoption and expansion strategy through collaboration with other team members.
  • Play an integral role in customer on-boarding ensuring fast time to value
  • 25% of travel required.

Must Haves

  • Minimum 2 years of experience in a B2B customer support role.
  • Bachelor’s degree required .
  • The experience and ability to network and manage relationships across many different functions within a complex global customer organization.
  • Facilitate business process optimization workshops and manage complex work efforts with customers and Smartling team members.
  • Experience managing and successfully navigating competing priorities

Nice to have

  • Knowledge of the SaaS business model and experience delivering SaaS solutions for midmarket and enterprise business customers.
  • An understanding of modern content technology applications, and modern software development processes like continuous delivery.
  • Experience with translation, localization, and internationalization processes and/or be fluent in other languages.

You are

  • Results-focused. Focus on driving outcomes for the customer.
  • Enthusiastic. A fun and energetic co-worker.
  • An analytical thinker. “If there is a problem, I have a solution” attitude.
  • Data driven. Able to analyze data to provide meaningful insights
  • Strategic. Translates high-level strategies into practical implementation strategies.
  • A Leader. Proactive and will use excellent judgment when dealing with issues.
  • Customer-focused. Passionate about customer success at all times.
  • Detail-oriented. Supremely well organized with great attention to detail.
  • A Team Player. Ability to work effectively and cross-functionally within all levels of management, both internally and externally.

What matters to Smartling?

To help our clients grow their businesses and to help you grow as an individual both professionally and personally.

  • Competitive salary and Employee Stock purchase plan.
  • An opportunity to learn and advance your career.
  • An energetic, value-driven, and fun culture and team spirit.
  • Take a break when you need it – Flexible PTO.
  • Company paid medical/dental/vision/life insurance.
  • Commuter Benefits.
  • Convenient office in the middle of Manhattan- just blocks from Penn Station and Grand Central.
  • Team outings (Baseball games, happy hours, etc.).

Smartling, Inc. is an equal opportunity employer. No third party recruiters.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Linkedin Sales NavigatorCRM
    • EquireCRM
    • ZoomInfoCRM
    • YeswareCRM

Location

NY

An Insider's view of Smartling

How would you describe the company’s work-life balance?

My managers and colleagues alike share immense respect for work/life boundaries. As part of a remote organization with teams across different time zones, trust and flexibility are the norm. And when it comes time for a vacation, I know that my team has processes in place to ensure I can truly log off!

Kelly

Sr. Customer Success Manager

How do you collaborate with other teams in the company?

The great thing about collaboration at Smartling is that teams are really focused on outcomes and measured deliverables. This helps everyone know what they need to do to support one another and get positive results.

Andrew

Associate Director, Language Services

What are some things you learned at the company?

I've learned so much at Smartling, but I would say learning about different technical integrations into complex tech stacks has been the most impactful. Having had a very basic understanding, this knowledge has been helpful in growing and closing opportunities! We have an amazing team of Solution Engineers who are always ready and willing to help.

Jose

Sr. Account Executive

How do you empower your team to be more creative?

Simply by focusing on outcomes over outputs. Defining a goal and giving each team member the autonomy to approach it in their own way encourages experimentation, taking risks, and thinking outside of the box.

Grace

Sr. Director, Product

How do you make yourself accessible to the rest of the team?

In our new remote work reality, I make sure to schedule regular check-ins with my team members. I also stay close to Slack where they can reach out at any point. Knowing when to switch from written communication to a call becomes also essential to avoid misunderstanding.

Valerie

Senior Director, Language Services

What are Smartling Perks + Benefits

Culture
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Professional Development Benefits
Job training & conferences
Promote from within
Paid industry certifications

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