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Customer Success Manager

| Greater NYC Area

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.

Read Full Job Description

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

We are centrally located in the Garment District, near most Subway lines, PATH, and Port Authority. Close to lunch spots and happy hours after work.

An Insider's view of Smartling

What’s the vibe like in the office?

Culture is a strong part of Smartling's appeal, and working with a collaborative team that I enjoy being around makes my work day so much better. Our leadership team takes initiative to ensure everyone's work experience fits their own personal goals, and provides us with opportunities to bond in our department and across teams.

Albany

Customer Success Manager

How do you collaborate with other teams in the company?

Collaboration happens every day at Smartling. We use every method and tool available. We are flexible and embrace new technology. We have numerous meeting rooms for face-to-face chats here in NYC and I can launch video conferences from my laptop. I can even install and try new apps as needed.

Eric

Sr. Director, Product Development

What makes someone successful on your team?

Being coachable and having a positive attitude are the two most important factors. Asking for help shows that you're willing to learn. Every day is a learning experience for me and I love it! As with anything in life, it's important to have a positive energy and show up with a winning attitude.

Hai Yen

Sr. Sales Development Rep

What is your vision for the company?

Being a Smartling means being part of a community of incredibly smart and driven individuals, but also being part of a tribe that really enjoys each others company. We get together at least once a month for anything from bowling to company picnics to baseball outings. I like to describe our culture as "work hard, play hard".

Annette

Head of Marketing

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

What are Smartling Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
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