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Customer Success Manager

3 months ago

Houston, United States The Ladders Full time
Mission - Why We Need You

SMA Technologies was founded in 1980 and is on a mission to give people back their time. Our product solutions allow companies to automate their most complex workflows and keep their human capital focused on the strategic work that moves their business forward.

Reporting to our VP of Customer Success, CSMs work closely with stakeholders at each of their named accounts to identify and overcome challenges and align them to the appropriate SMA solutions. With a highly technical mindset and passion for problem solving, you'll work alongside our Consulting and Services teams to drive outcomes and deliver results that go beyond KPI's. Our customer success stories are deeply personal - they drive promotions and career growth, create work/life balance, and improve job satisfaction for so many under resourced IT teams.

The ideal candidate is experienced in day-to-day management of a defined book of accounts, including new customer onboarding and feature adoption, contract expansion and complex renewal negotiations. You are an expert at developing multithreaded relationships that drive a deep understanding of your customer's goals and the actions required to achieve them. You are confident and excited about holding a quota carrying role and have a proven track record of exceeding revenue growth in a fast-paced environment.

Objectives - The Problems You'll Solve

A Successful CSM at SMA Technologies:
  • Understands client goals and what success looks like for each client within their portfolio, manages complex relationships to ensure ROI is attained, and creates enthusiastic promoters for SMA and OpCon
  • Proactively identifies risk and opportunities within each account: creating, iterating and executing on action plans to minimize churn and increase ARR
  • Aligns client challenges with the appropriate SMA solutions and managed services, taking ownership of the sales cycle and regularly achieving and exceeding quotas
How You'll Get There

Within your first 30 days, onboard, get up to speed, and complete our training program to build knowledge on our product, customers, and the pain we help to solve
  • Connect with members of our Sales, Marketing, Product, and Technology teams to understand our offerings and why our customers value them
  • Learn our sales process, methodology and forecasting guidelines
  • Get acquainted with our messaging and competitive positioning, including listening to call recordings, riding along with other CSMs and leading mock calls
  • Ramp up on our CRM and account management processes; begin account planning and forecast/pipeline reporting
Within your first 90 days, begin working with your book of accounts to develop relationships, understand their needs and challenges, and seek opportunities to provide additional value
  • Understand SMAs product offerings and competitive landscape; strive to know the business problems we solve to exceed customer expectations
  • Gain awareness on your book of business and begin conducting outreach to establish relationships with customers
  • Begin to develop a forward-looking revenue forecast with weekly reporting on your quarterly pipeline
  • Implement our processes for Customer Objective Reviews and On-Time Renewals (presentation, proposal development, negotiation and closing)
Within 6 months, you'll fully own your portfolio and its retention/growth metrics. You'll lead customers through key milestones on their journey with OpCon, proactively address challenges, and uncover opportunities to deliver additional value while meeting and exceeding your retention and expansion targets
  • Build strong relationships with customers to expand their usage of automation and protect the company from competitive threats
  • Leverage usage metrics and customer calls to monitor customer health, drive expanded use of automation, increase opportunity momentum, and address churn risks
  • Partner with our Consulting team to scope/deliver services related to customer needs
  • Serve as liaison between the customer and Product/Marketing by submitting product feedback and making introductions for Voice of Customer stories
  • Display mastery of our sales & renewal processes and methodology
  • Review personal call recordings to streamline messaging and improve sales positioning
  • Contribute to the continuous improvement of our team and playbook
Competencies - What we're looking for

Sales and Customer-First Mindset - Make no mistake about it, this is a customer-facing role that will be responsible for maintaining and growing a sizeable portfolio. We'll expect you to quickly ramp up and become an expert on:
  • Our product, the pain it solves for our customers, and how we're different from our competitors
  • How to tailor your messaging to fit different personas and customer mindsets
  • Proactively managing customer renewals, upsells, and cross-sells
Strong CRM and Forecasting Discipline - You understand and respect the link between documenting your activity and the ability to analyze and forecast your book of business. Your CRM data reflects your activity and allows you to produce an accurate forecast on-demand.

Presentation, communication, and relationship-building skills - Introverted or extroverted, we can trust you to tell the SMA story, understand our client's business and pain points, and create compelling matches between their needs and our products. You can quickly build rapport, trust, and credibility at all levels of the client organization from end users to the C-Suite, and everyone in between.

Speed and Organization - You are extremely organized, detail oriented, and are constantly looking for ways to optimize how you complete your work. You're comfortable managing complex renewals and juggling multiple priorities while sharing best practices with your peers so that we continuously improve as a team.

A Team Player and Customer Advocate - You'll be an important conduit for feedback from our customers, and you not only listen to that feedback, but proactively share it with key leaders on our team so we can build better products and sell + market them more effectively. You also lean in to help whenever you can sales, marketing, product. You're there to make the whole team better.

Accountable - You do what you say you will and aren't afraid to own your mistakes. You take the lead but are willing to ask for help. You aren't afraid to commit to deadlines and will go the extra mile to make sure you deliver on what you've signed up for.

Resilient - Driving the growth for a fast-moving technology company is not without its ups and downs. You can tell stories about times when you've weathered tough times and disappointment and picked yourself up again.

Extra Credit:
  • You've worked in a Bank or Credit Union, or have managed customers in these industries
What's in it for you?

At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:
  • A remote first environment - Work from wherever you are comfortable in the contiguous U.S. as SMA Technologies is a remote first organization
  • SMA will provide all the gear you need to be successful in your role, including your choice of Mac or Dell Laptop, $100/month phone + internet reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras
  • 100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering. SMA also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs
  • 100% company paid LTD, AD&D and basic life insurance for you
  • Flexible PTO (similar to unlimited PTO) and flexible working hours to accommodate a great work/life balance
  • 11.5 Paid Holidays
  • Quarterly Wellness Day to recharge in whatever way you need.
  • $2,500 Annual Professional Development stipend to help you continue to enhance your skills


How We Work - Our Core Values

Be Kind - We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.

Be Authentic - We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self -our whole self- everyday. We unlock our teams' potential by unlocking our own and each other's potential. There's only one you and we want to see it everyday.

Be Collaborative - We unite for a common cause. We are in pursuit of the best idea - not our own idea. As a remote company, we must collaborate and communicate to make a difference - an impact. We do this for our teams and for our customers.

Be Determined - Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. High level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

Physical Activity Frequency
  1. Sitting 80%
  2. Walking 20%
  3. Crouching/Bending/Stooping 1%
  4. Reaching 1%
  5. Grasping 1%
  6. Pushing/Pulling 1%
  7. Near Vision 80%
  8. Far Vision 20%
  9. Hearing 100%
  10. Speaking 85%
  11. Lifting/Carrying - up to 10 lbs 20%
  12. Lifting/Carrying - up to 25 lbs 1%
  13. Lifting/Carrying - up to 50 lbs 1%
  14. Lifting/Carrying - up to 100 lbs 0%


AAP/EEO

Unisoft International, Inc. dba Software Management Associates provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. This policy applies to all terms and conditions of employment including recruiting, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [redacted] or [redacted] for assistance.