Associate Customer Success Manager

Are you a people person? Does developing and fostering enduring relationships within an elite customer base interest you? SmartBear is hiring an Associate Customer Success Manager (CSM) responsible for driving the ongoing success, adoption and benefit realization of the Smartbear solutions within an assigned grouping of customer accounts. As the expert on each customer’s strategic goals and operations, the CSM guides customers and drives adoption of the Smartbear solution, over the life of the Smartbear customer relationship. This individual will learn to consult and influence stakeholders and have a strong understanding of the customers’ strategic business goals in support of expanding the Smartbear footprint. The Associate Customer Success Manager will receive mentorship from an experienced, outgoing Senior Customer Success Manager Team in alignment with his/her goals and territory.

Responsibilities :

• Ensure customers derive maximum value and net benefit from their investment with all Smartbear
• Develop a trusted advisor relationship with customers, to ensure each customer’s use of the Smartbear solution closely aligns with its business strategy
• Identify opportunities to expand the relationship and generate leads for the Smartbear Sales Team
• Possess a comprehensive understanding of the Smartbear solution in order to serve as a consultant identifying new opportunities to optimize the use of the Smartbear Solutions
• Maintain strong customer retention rates aligned with corporate goals
• Track and measure the net benefits of Smartbear against well-defined customer goals and objectives and provide quantified data to customers and internal Smartbear teams.
• Identify product improvement opportunities and work with the Smartbear Product Management team to develop new features and functionality within the solution to support customer objectives.

Qualifications :

• 0-1 years of experience in a customer facing role.
• Bachelor’s degree.
• Legally authorized to work in the United States (minimum of H1B).
• Strong customer-focus and service orientation.
• Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
• Ability to consult with customers’ remotely or onsite (if needed) at the business operation and technical levels.
• Ability to accomplish results working through others.
• Hands on, individual contributor and collaborative team player.
• Excellent written and oral communication skills, including presentation skills.
• Strong analytical and problem-solving abilities.
• Sales, account management or customer success experience, especially in software, a plus.

SmartBear is a Destination Employer

• Voted by Glassdoor as one of the “Best Places to Work”, named to Boston Globe’s “Top Places to Work”, and VentureFizz calls us “One of the Hottest Companies in Boston”.
• Invest In Our Employees – We care about the success of our employees and provide guidance and tools to help them grow their careers and succeed. We seek to continuously learn and evolve and strive to be the company of choice, including weekly lunch and learn product trainings, career development seminars, sponsoring Toastmasters and Women In Technology International memberships.
• Open and Collaborative Environment – We have an inclusive, creative, passionate, fun, and successful environment.
• Award Winning Technology – SmartBear is a market leader and has won numerous, prestigious industry awards for its software solutions, including “Top Innovator and Leader in Software Development”.
• Invested Leadership Team – Our leadership team has a proven record of success, is passionate about the success of the employees and the company, and is focused on supporting the sales organization.
• Unbelievable Offices – We are in a new, state-of-the-art building, on the waterfront, with a modern layout and a giant kitchen and eating area. We have an open floor plan and an abundance of conference rooms. The office is centered on the “Bear Cave”, for impromptu collaboration, company gatherings, and industry Meetups and events. We’ve also left space for fun with a ping-pong table, putting green, bean bag toss, and other ways to have a quick break during the day.
• Ideal Location – We are located at Assembly Row, which is the new, hot, technology company destination, with great water views, restaurants, cafes, bars, shopping, movie complex, bike and running paths, and is easily accessible by mass transportation.
• Great Perks – We offer competitive salaries, top of the line benefits, ample vacation, 401(k) match, great eats – breakfast, Friday lunches, Happy Hour, coffee (gourmet, espresso, lattes), healthy and sweet snacks, and a constant flow of popcorn from a retro movie theatre machine.
• Community Service and Philanthropy – SmartBear is committed to giving back to the community. We offer employees a day off to serve the cause of their choice or work in teams to support an organization. SmartBear also contributes time and donates to meaningful organizations, such as aiding at-risk children and combating homelessness.
• Thought Leader and Innovator – SmartBear strives to be a thought leader and innovator in the technology industry. We frequently support Meetups, are a member of Women In Technology, MassTLC, and other premier organizations.

About SmartBear

SmartBear is a testing and monitoring software company that helps companies improve software quality. SmartBear is a combination of a start-up, high growth environment and an established, financially strong company with 300+ employees across 6 global locations. We provide leading companies with the technology to build some of the greatest applications, websites, electronic shopping carts, SaaS, and cloud-based software solutions throughout every step of the development cycle, from coding, to testing, to launch, to monitoring performance. We’ve played a role in the Uber you ordered, the banking app you use, the item you posted for auction, the flight you just purchased, and more. We have real products, real customers, and great compensation. Our software is downloaded over 15 million times to date. We have a community of over 5.8 million users that leverage our software and solutions. Our customers include 20,000+ companies (Google, Apple, Microsoft, Uber, GE, and Salesforce to name a few) in 194 countries. Please visit smartbear.com for more information and where you can find out the origin of the SmartBear name.