Smartsheet Customer Success Specialist

2 months ago

Sydney, New South Wales, Australia Smartsheet Full time

As a Customer Success Associate at Smartsheet, you will be responsible for managing a set of assigned accounts to promote customer satisfaction, successful product use, and customer retention.

This role involves being the primary contact for important customers, understanding customer success criteria, addressing questions, resolving issues, and serving as a trusted Smartsheet advisor.

You will maintain high customer renewal rates through ongoing customer engagement and technical leadership.

This role reports to a Manager of Customer Success and is based in Australia, with flexibility to work remotely but requiring occasional presence in the Sydney office for training and business needs.

Key Responsibilities:

  • Perform initial onboarding of enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime.
  • Under management supervision, implement a comprehensive engagement and communications strategy to maintain high customer satisfaction.
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers.
  • Explain technical subjects to non-technical end-user personnel.
  • Understand customer needs and address concerns.
  • Under management guidance, perform periodic customer success reviews to confirm satisfaction, resolve issues with the Technical Support team, and expand Smartsheet use throughout the account.
  • Develop processes and best practices to ensure customers realize the greatest possible value from Smartsheet.
  • Use usage patterns to gain insights, provide guidance, and increase customer satisfaction.
  • Be the primary interface to manage and resolve important situations.
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.
  • Provide expert customer insight to product management, marketing, and sales on what innovation and improvement in the user experience, product capabilities, and features, and customer engagement processes ensure rapid adoption and usage velocity for customers, many of which operate at massive scale.
  • Exceed all performance targets.

Requirements:

  • Account management experience (required).
  • 0-2 years of experience maintaining valuable and outcome-based relationships with a diverse customer account base.
  • Outstanding task management skills across a varied set of responsibilities.
  • Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements.
  • Willing to travel periodically based on customer and business need.
  • Strong command of English language both oral and written (C1+ and above).

About Smartsheet:

Smartsheet is a place where everyone is welcome – people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same.

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