Customer Success Representative

Smarty is a 10+ year company that is self-funded, profitable, growing, and crazy fun! But don't take our word for it: we were recognized by the Salt Lake Tribune as one of Utah's Top Workplaces. Come grow with us!

We are looking for part-time and full-time Customer Success Representatives (CSR) to create long-term, trusting relationships with our existing customers. The CSR's role is to oversee a portfolio of assigned customers, onboard new customers, assist customers in subscription renewal, and actively seek new upselling and cross-selling opportunities. CSRs will need to coordinate with Sales, Marketing, Support, and Development to make sure that customer insights are tracked and customer concerns are addressed. Ultimately, CSRs will strive to improve the entire customer experience.

*** This is an onsite position in our Orem, UT office. ***

Responsibilities:

• Have fun! Enjoy the interactions with our customers and your co-workers.
  Serve as the lead point of contact for all customer account management matters.
• Build and maintain strong, long-lasting customer relationships.
• Work cross functionally with the sales team in cross-selling and upselling opportunities.
• Develop trusted advisor relationships with key accounts and customer stakeholders.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of account management initiatives to internal and external stakeholders.
• Develop new business with existing customers and/or identify areas of improvement to meet account management KPIs.
• Forecast and track key account metrics.
• Guide customers on product features they need to learn, based on the customer's goals.
• Provide training and resources to customers to help them solve their problems by using SmartyStreets tools.
• Document customer insights and interactions in the CRM and other applicable data collection tools.
• Communicate customer insights to supervisor and internal stakeholders.
• Collaborate with sales, development, and support teams to identify and grow opportunities for our customers.
• Assist with challenging customer requests or issue escalations as needed.
• Onboard new customers.
• Service multiple clients concurrently, often meeting deadlines.
• Maintain updated knowledge of company products and services.
• Track customer subscription renewals and assist customers with the renewal process.
• Seek new opportunities to enrich our customer experience.
• Deliver exceptional customer service.
• Act as a client advocate with a focus on improving the buyer experience.
• Participate in company cultural initiatives and training, including Arbinger methodologies, and apply the learned principles in your work and in your interactions with others.

Requirements:

• Required: High school diploma or equivalent.
• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Ability to build rapport and collaborate with others within the company and externally.
• Solid experience with CRM software (e.g.HubSpot) and Google Tools, and Survey Software.
• Experience delivering client-focused solutions to customer needs
• Proven ability to maintain multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent active listening, negotiation, and presentation abilities.
• Strong verbal and written communication skills.
• Ability to collect and track large amounts of data.
• Adaptability and strong creative problem solving skills.
• Organizational skills and ability to meet deadlines.
• Ability to work within a team environment and assist others to reach their goals.
• Did we mention having fun? Work hard, master your craft, and enjoy the experience along the way.

Compensation, Benefits and Perks (Some will depend on employment status):

• Competitive compensation (DOE).
• 100% paid health, dental and basic life insurance premiums (includes family coverage).
• Long Term Disability insurance.
• Generous PTO benefits that increase with tenure.
• 401k retirement plan with matching.
• Ongoing training for professional and career development.
• Adjustable standing desk.
• Great workplace and the tools to accomplish the work.
• Drinks, snacks, team building lunches & activities.
• In office chiropractic services.
• Many other perks, including periodic company retreats and trips to very fun places.

To Apply:

Sounds too good to be true? Apply and find out for yourself.

• If you meet these qualifications, please apply at: https://smarty.bamboohr.com/careers
• For more information about the company, please visit us at www.smarty.com.

Smarty is a leader in location data intelligence-providing enterprise-grade SaaS solutions for address validation, standardization, and geocoding in 240+ countries and territories. Through easy-to-use website tools, SDKs and fully-documented APIs, Smarty's customers process billions of addresses every day!

And we're having fun!

We believe fun is creating, building, and helping. Fun is collaborating with energy and excitement. Fun is making memories. Fun is not just working, but really living and enjoying our time together. We accomplish this by mastering our respective crafts, being outward toward others, and by doing lots of fun things together. We infuse fun into our everyday work and believe if you aren't having fun, then you're doing it wrong!

We are an Equal Opportunity Employer and we require all candidates (that receive and accept employment offers) to complete a background check.