Strategic Account Growth Manager

2 weeks ago

London, Greater London, United Kingdom Smarsh Full time

We are seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization. This role will focus on delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. The ideal candidate will be a customer's consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions.


Responsibilities:
  1. Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Smarsh solutions.
  2. Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.
  3. Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.
  4. Drive and track customer adoption of Smarsh products and services.
  5. Proactively identifying strategic growth opportunities while providing value with what the customer has today.
  6. Proactively identify At Risk Clients and define escalation and remediation plans.
  7. Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
  8. Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
  9. Track activities in CRM tools and accurately log outcomes of customer discussions.
  10. Identify best practices and coach throughout Customer success team.

Requirements:
  • BA/BS degree in business/technology or comparable experience.
  • 5+ years' experience in customer success.
  • Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
  • Skilled at matrix management and using leadership skills to achieve goals.
  • Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
  • Knowledge of working in tools like Salesforce, Gainsight and Jira.

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