Associate Customer Success Manager

SmartBear

(Somerville, Massachusetts)
Full Time
Job Posting Details
About SmartBear
SmartBear is the leader in software quality tools for teams. SmartBear is a combination of a start-up, high growth environment and an established, financially strong company with 300+ employees across 6 global locations.
Summary
SmartBear is hiring an Associate Customer Success Manager (CSM) responsible for driving the ongoing success, adoption and benefit realization of the Smartbear solutions within an assigned grouping of customer accounts. As the expert on each customer’s strategic goals and operations, the CSM guides customers and drives adoption of the Smartbear solution, over the life of the Smartbear customer relationship. This individual will learn to consult and influence stakeholders and have a strong understanding of the customers’ strategic business goals in support of expanding the Smartbear footprint. The Associate Customer Success Manager will receive mentorship from an experienced, outgoing Senior Customer Success Manager Team in alignment with his/her goals and territory.
Responsibilities
* Ensure customers derive maximum value and net benefit from their investment with all Smartbear * Develop a trusted advisor relationship with customers, to ensure each customer’s use of the Smartbear solution closely aligns with its business strategy * Identify opportunities to expand the relationship and generate leads for the Smartbear Sales Team * Possess a comprehensive understanding of the Smartbear solution in order to serve as a consultant identifying new opportunities to optimize the use of the Smartbear Solutions * Maintain strong customer retention rates aligned with corporate goals * Track and measure the net benefits of Smartbear against well-defined customer goals and objectives and provide quantified data to customers and internal Smartbear teams. * Identify product improvement opportunities and work with the Smartbear Product Management team to develop new features and functionality within the solution to support customer objectives.
Ideal Candidate
* 0-1 years of experience in a customer facing role. * Bachelor’s degree. * Legally authorized to work in the United States (minimum of H1B). * Strong customer-focus and service orientation. * Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization. * Ability to consult with customers’ remotely or onsite (if needed) at the business operation and technical levels. * Ability to accomplish results working through others. * Hands on, individual contributor and collaborative team player. * Excellent written and oral communication skills, including presentation skills. * Strong analytical and problem-solving abilities. * Sales, account management or customer success experience, especially in software, a plus.
Compensation and Working Conditions
Benefits Benefits included

Additional Notes on Compensation

We offer competitive salaries, top of the line benefits, ample vacation, 401(k) match, great eats – breakfast, Friday lunches, Happy Hour, coffee, healthy and sweet snacks, and a constant flow of popcorn from a retro movie theatre machine.

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