Customer Success Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and nurture customer relationships while encouraging product utilization.

• Address customer inquiries and highlight the benefits of Smarsh solutions.

• Oversee renewal processes.

• Communicate client requirements to internal teams.

• Monitor follow-ups for incoming client inquiries.

• Address questions or modifications related to invoices.

• Handle downgrades, cancellations, and export requests.

• Respond swiftly to incoming customer calls.

• Resolve service-related issues by understanding complaints, identifying root causes, and providing solutions.

• Review customer contracts, invoices, and billing discrepancies to determine necessary actions.

• Maintain records of activities and log outcomes of customer discussions in Salesforce.

• Manage adjustments to customer accounts or billing as required.

• Achieve or surpass time-to-resolution objectives.

• Collaborate with internal teams to address escalated client concerns.

⛳️ Requirements

• A minimum of 1 year of experience in customer service, customer success, or inside sales, ideally in the financial sector or another highly regulated industry.

• Self-driven with a demonstrated capacity to excel under pressure while achieving goals and meeting deadlines.

• Strong communication, listening, influencing, and training abilities.

• Ambitious, persistent, and focused on delivering results.

• Proven capability to work effectively both independently and within a team setting.

• Exceptional organizational, documentation, and time management skills.

• Familiarity with Salesforce or a comparable CRM system is advantageous.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible work environment with options for remote work.