Summary

As a Customer Success Manager at Smart Communications, you'll be at the forefront of ensuring our customers not only achieve maximum ROI but also become enthusiastic advocates willing to share their success stories. You'll play a pivotal role in gathering valuable customer feedback, ensuring their voices are heard throughout our organization. Your insights will be key in maintaining high renewal rates and proactively identifying opportunities for deeper, more impactful relationships. Join us in driving customer-centric excellence and shaping the future of customer success

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. To learn more, visit smartcommunications.com.

The responsibilities of the role include:

The role will be strongly focused on:

• Building strong relationships with assigned customers
• 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

Candidates should be prepared to travel to customer sites approximately 20% of the time.

PERFORMANCE INDICATORS

• Customer renewal rates and logo retention
• Renewal forecasting and opportunity management
• Product adoption and utilisation
• Identify upsell/cross-sell opportunities
• Proactive customer engagement (Success Plans & Business Reviews)

What we’re looking for:

Must have skills/experience:

• Experience in a Customer facing role with a SaaS provider
• Managing customer relationships and retention/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 SMART values in everyone we hire at Smart Communications:

• Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
• Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
• Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!

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.

In addition to a friendly and fun working environment, we provide a range of other benefits, including extensive health insurance, income protection, life assurance, subsidised gym membership, leisure travel insurance, pension contribution and a Cycle2Work scheme, as well as 25 days’ holiday allowance.

Located in Covent Garden, our offices are comfortable, flexible, and are always stocked with free beverages and fresh fruit. This role is remote.

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

To learn more about Smart Communications visit:

https://www.smartcommunications.com/