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The Job

Reporting to the Director of Customer Success, the Customer Success Manager will support the Smartvault existing customer base. As a Customer Success Manager, you will drive retention and expansion by educating customers, solving technical problems, helping with continued adoption of our products and services, and identifying opportunities for customers to grow suite of SmartVault products. Smartvault prioritizes delivering an amazing customer experience, and this role will help deliver this through the customer journey.

The ideal candidate is high energy, experienced with web-based technologies, passionate about helping customers, and excels in communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall customer success process.

In this role, you will need to:

• Proactively connect with existing customers at established points throughout the year to maximize overall usage, value, and benefits of the SmartVault Software

• Perform ongoing assessments of customer deployments and take the necessary steps to increase adoption, usage, and derived value

• Drive results toward continued business growth and high customer satisfaction

• Project manage customer engagements, build out and execute project plans for program deployment and license activations; manage internal and external resources to achieve these goals.

• Drive customer issues, enhancement requests, and other initiatives toward accepted solutions ensuring a consistent and positive customer experience.

• Gain and capture an understanding of customers’ needs, while owning requests and advocating for customer throughout the process.

• Drive productive and effective communication with customers and internal teams; provide timely account reporting to management and account teams.

• Develop process improvements and best practices to enhance the quality, effectiveness, and efficiency of our overall support of customers.

• Gain and apply thorough understanding of Smartvault solutions, supporting technologies, and internal tools for documentation and reporting; while maintaining accurate record of customer and internal discussions and action items.

• Meet or exceed goals as set by Smartvault’s organizational and business initiatives

You should have:

• 2-3 years experience in Customer Success and/or account management function within a SaaS organization.

• Demonstrated ability to manage a high volume of activities and customer with varying priorities

• Very well-organized, with high attention to detail; ability and experience with developing and executing on customer project plans

• Exceptional follow-through and passion for delivering results for customers

• Ability to quickly identify and communicate potential risks and issues

• Possess strong written and verbal communication skills to effectively present and communicate to all levels of an organization

• Ability to effectively work with cross-functional teams

• Proficiency using MS Office (Word, PowerPoint, Excel), familiarity with SFDC preferred

SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values.

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working. Learn more about our benefits.

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle the diverse and exciting challenges we face.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship is not available at this time.

PRE-EMPLOYMENT CHECKS

We take the security of our business and our duty of care to our customers and their data very seriously, so we need to check that you don’t have any adverse history that could pose a legitimate security risk to our business or customers. To do this, we perform background checks on you if you are offered the job. We will not discriminate unfairly against you based on any information revealed in those checks.

HOW WE USE YOUR PERSONAL DATA

We take data protection very seriously at GetBusy. To find out how we will use your personal data during this application process, please visit GetBusy Applicant Privacy Policy.