Customer Success Associate

3 days ago

Sydney, New South Wales, Australia Smartsheet Full time

About the Role:

Smartsheet is seeking a highly skilled Customer Success Associate to join our team. As a key member of our customer success team, you will be responsible for managing a portfolio of assigned accounts to ensure high levels of customer satisfaction, successful product adoption, and customer retention.

Key Responsibilities:

  • Perform initial onboarding of enterprise-level customers to ensure adoption and ongoing engagement throughout the customer's lifetime.
  • Develop and implement a comprehensive engagement and communications strategy to maintain high customer satisfaction.
  • Provide expert guidance and support to customers on work/project management and collaboration using Smartsheet.
  • Explain technical subjects to non-technical end-users and understand customer needs and concerns.
  • Conduct periodic customer success reviews to confirm satisfaction, resolve issues, 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 innovation and improvement in the user experience, product capabilities, and features.

Requirements:

  • Account management experience is 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.
  • Strong command of the English language, both oral and written (C1+ and above).

About Smartsheet:

At Smartsheet, we've created 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. We empower everyone, everywhere to change the way the world works.

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