SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.
SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.
Job Description
Candidates may be based anywhere in the central, mountain, or pacific time zones and work remotely.
What you’ll deliver:
- Serve as the primary point of contact post-implementation for our largest global customers. You will assume overall responsibility for investment adoption and ensure customer satisfaction by preventing and resolving critical issues and escalations.
- Partner with customers to define desired business outcomes, focusing on maximizing value realization from our solutions and services.
- Manage and coordinate key activities with other internal functions including Professional Services, Technical Services, Support, Product, and Engineering to achieve measurable outcomes.
- Build strong relationships with senior stakeholders, and deliver compelling QBR’s that drive confidence.
- Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
- Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
- Provide proactive recommendations for best practices and find creative solutions to any challenges that may arise.
- Conduct consistent customer health checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
Qualifications
- 8 plus years of customer success experience in enterprise software or SaaS organization with accounts > $100k ARR and total books of business > $3m.
- Proven track record of driving issues to resolution and advocating on behalf of a customer.
- Experience of working with global enterprise customers is required.
- Strong knowledge of cloud architecture and the IT landscape.
- Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management. Previous Technical Account Management or Solution Architect experience is a plus.
- Knowledge of enterprise IT functions.
- Experience in working with HRIS is an advantage.
- 2 plus years of application programming and system support experience is preferred.
- Demonstrated ability to plan and execute against customer priorities and expectations.
- Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence.
- Experience with SaaS solutions such as Salesforce, ServiceNow, and Workday preferred.
- Available to travel up to 35%
Additional Information
SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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