Product Adoption Consultant

2 weeks ago

New York, United States Smarsh Full time

**Who are we?**

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

**Summary**

**How will you contribute?**:

- Understand Enterprise customer tiers and define product adoption goals for customer success managers to deliver.
- Define playbook for customer with low product adoption.
- Collaborate with Smarsh services team to define customer onboarding and initial adoption plan. Own and manage collaterals to support the process.
- Collaborate cross functionally to define and own changes to product adoption objectives. This includes health and adoption metrics review.
- Owns customer journey representation, collaterals, and end to end Smarsh adoption unique value during sales cycle.
- Collaborate with Product management team to define and refine best practices for ongoing product engagement and customer feedback.
- Own product adoption metrics their measurement, review, and management.
- Understand business workflows as offered by the product.
- Manage customer relations with identified business contacts.
- Review identified At Risk customers and provide feedback and guidance for remediation plans. Own parts of remediation plan as appropriate.
- As part of customer success leadership, review and refine CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Identify best practices and coach throughout Customer success team.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.

**What will you bring?**:

- 12+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments.
- BA/BS degree in business/technology or comparable experience and 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.
- Extremely strong oral and written communication skills.
- Intellectual Curiosity and strong technical acumen
- High degree of accountability
- Comfortable with uncertainty and opportunities for change
- Skilled at matrix management and using leadership skills to achieve goals.
- Demonstrated strong negotiation & influencing skills,
- Confident in juggling multiple tasks.
- Ability to quickly understand questions and problem solving.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.

Local cost of living assessments are done for each new hire at the time of offer.

**About our culture

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