Customer Success Representative

Client Services Portland, Oregon


Position at Smarsh

Why Smarsh?

From day one, Smarsh was built on a set of core values that have motivated and sustained us – People First, Inspire Confidence, and Embrace the Impossible. We ask that each of our employees – whether new or old- ingrain these values in our day-to-day decisions, call on them while serving our customers and our peers and apply them when creating the best possible products we can imagine.

Together—as one team—we listen, collaborate and believe that anything and everything is possible.

 

Customer Success Representative

Smarsh is seeking a Customer Success Representative to be part of the growing Smarsh Customer Success Team.  The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.  In this role you will be responsible for working with customers to resolve their open business questions.  You will assist customers with inbound invoice or contract questions, provide direction for accessing service information, and assist with follow up to ensure customer questions are resolved. 

This position is located in the Portland, OR office.  

Primary Responsibilities:

  • Respond to inbound customer calls in a prompt manner
  • Resolve questions with the first interaction with a representative
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Analyzes customer contract, invoices, or billing related issues to identify necessary action to address client need
  • Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions
  • Process customer account or billing adjustments
  • Consistently meet or exceeds time to resolution targets
  • Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.
  • Follow up on customer survey feedback, capture additional client requests or feedback for how Smarsh may continue to improve service
  • Contributes to team effort by accomplishing related results as needed
  • Communicate to all levels within an organization; written and verbal

Requirements:

  • 1+ years experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
  • Deep sense of empathy for customers
  • Excellent telephone communication skills
  • Ability to quickly understand questions and problem solve
  • Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
  • Experience working with and presenting to technical, accounting, or Sr. level executives
  • Positive and energetic individual who enjoys being part of a growing company
  • BA/BS degree or 2+ years experience in lieu of a degree