Customer Success Representative at Smarsh

Atlanta, Georgia, United States

Smarsh Logo
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Financial Services, Compliance, TechnologyIndustries

Requirements

  • 1+ years’ experience with customer service, customer success, or inside sales preferably for the financial industry or similar highly regulated industry
  • Self-motivation with a proven ability to perform well under pressure to meet goals and deadlines
  • Excellent communication, listening, influencing, and training skills
  • High-reaching, tenacious and results driven
  • Validated ability to work both independently and in a group environment
  • Excellent organization, documentation, and time management skills
  • Experience using Salesforce or equivalent CRM solution is a plus

Responsibilities

  • Respond to inbound customer calls in a prompt manner
  • Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution to solve the problem
  • Analyze customer contract, invoices, or billing related issues to identify necessary action to address client need
  • Track activity in Salesforce and accurately logs outcomes of customer discussions
  • Process customer account or billing adjustments
  • Consistently meet or exceed time to resolution targets
  • Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met

Skills

Salesforce
Customer Relationship Management
Billing Analysis
Invoice Processing
Contract Analysis
Renewal Management

Smarsh

Archiving and compliance solutions provider

About Smarsh

Smarsh provides archiving and compliance solutions specifically designed for financial services, government agencies, and other regulated industries. Their main product is a cloud-based archive that allows organizations to securely store, search, and manage their communications data, including emails, text messages, and social media interactions. This system helps businesses meet complex security, data privacy, and regulatory requirements. Smarsh differentiates itself from competitors by offering a scalable Software-as-a-Service (SaaS) model that caters to both large enterprises and smaller organizations, ensuring that clients can adapt to evolving regulations. Their goal is to help organizations efficiently manage their communication data, identify risks, and maintain compliance, particularly through tools like Connected Capture for Microsoft Teams, which supports remote workforces.

Portland, OregonHeadquarters
2001Year Founded
$42.4MTotal Funding
BUYOUTCompany Stage
Enterprise Software, Cybersecurity, Financial ServicesIndustries
1,001-5,000Employees

Benefits

Health Insurance
Dental Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Hybrid Work Options
Stock Options
401(k) Company Match
Employee Assistance Programme
Wellness Program
Adoption Assistance
Group Income Protection
Group Life Assurance
Maternity Leave
Paternity Leave
Workplace Pension Scheme
Monthly Wellness Allowance
Company Bonus

Risks

Integration with OpenAI's API may pose compliance and security challenges.
EU's AI Act requires significant adjustments to Smarsh's AI systems.
Expansion into Latin America may expose Smarsh to regional instability.

Differentiation

Smarsh offers cloud-native, context-aware archiving solutions for regulated industries.
The company integrates with popular tools like Microsoft Teams for seamless compliance.
Smarsh serves 9 of the top 10 banks, showcasing its industry trust.

Upsides

Smarsh's global expansion includes a new office in Costa Rica for enhanced support.
Integration with OpenAI's ChatGPT API enhances Smarsh's AI compliance capabilities.
Partnership with Verizon simplifies mobile compliance procurement for Verizon's clients.

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