Mission - Why We Need You

SMA Technologies was founded in 1980 and is on a mission to give people back their time. Our platform, OpCon, allows companies to automate their most complex workflows and keep their human capital focused on the strategic work that moves their business forward. With a focus on Domain Expertise, Great Customer Care, and Reliability, our global operation has offices worldwide, and works with multiple channel partners and an international client base.

 

Reporting to our VP of Customer Success, as a SMB Customer Success Manager at SMA, you will work to identify the common challenges and bottlenecks faced by our SMB customers and share best practices and solutions that help them reach their goals. With a highly technical mindset and passion for problem solving, you’ll work alongside our Consulting and Services teams, creating scaled programs that drive customer 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 SMB accounts, including new customer onboarding and feature adoption, contract expansions and renewal management. Our next CSM will be an expert at developing “one to many” relationships; creating and leveraging automated outreach to understand customer needs, set mutual action plans and deliver on project goals. This candidate is confident and excited about holding a quota carrying role and has a proven track record of exceeding revenue growth in a fast-paced environment.

 

Objectives - The Problems You'll Solve

A Successful SMB Customer Success Manager at SMA Technologies:

• Understands client goals and what success looks like for SMA’s SMB client base and creates resources within the customer journey to drive net revenue retention, enhance adoption and usage, ensure outcomes and ROI are attained, and create enthusiastic promoters for SMA and our products.

• Proactively identifies risk and opportunities within the SMB portfolio: creating, iterating and executing on action plans and campaigns to minimize churn and increase ARR at scale

• Aligns client challenges with the appropriate SMA solutions and managed services, takes ownership of the sales cycle and regularly achieves and exceeds 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.

 

In your first 90 days, begin working with your book of accounts to develop key client relationships, understand SMB needs and challenges, and seek opportunities to provide additional value.

• Understand SMA’s 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 On-Time Renewals (presentation, proposal development, negotiation and closing).

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Within 6 months, own your portfolio and its retention/growth by delighting our customers every day. You’ll lead customers through key milestones on their journey with SMA’s products, proactively address challenges, and uncover opportunities to deliver additional value while meeting and exceeding your retention and expansion targets.

• Create one-to-many sales outreach programs that will build strong relationships with customers to expand their usage of automation and protect the company from competitive threats.

• Analyze performance metrics in your individual Success Dashboard to monitor customer health, drive expanded use of automation, increase opportunity momentum, and proactively prevent churn.

• 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 - You have 1-3 years of experience in a customer-facing role that was responsible for maintaining and growing a sizeable portfolio. You can utilize sequences for messaging and outreach and be creative in developing new ways to segment the assigned customer base for one-to-many messaging.

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 – Expertise with Hubspot, Salesforce, SalesLoft and other relevant customer facing software. 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 able to leverage a combination of tech-touch and personal-touch outreach. 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.

 

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

Eager to Win - Our passion comes from a deep caring for the success of our employees, clients, and partners both personally and professionally. Every employee is expected to "own it" by taking the lead and seeing initiatives through from start to finish.

 

Collaborative – We win when we work as a team. SMA’s best people approach their work with a spirit of helpfulness and inclusion. We seek out opportunities to team with each other, leverage each other’s expertise, and lend a hand whenever we can.

 

Tenacious - We are scrappy, determined, resourceful, and relentless in our approach to serve our clients and partners. We are willing to fight for what is right and are proactive in seeking solutions. We are tenacious and will not quit.

 

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

• Sitting 90%

• Walking 100%

• Crouching/Bending/Stooping 1%

• Reaching 1%

• Grasping 1%

• Pushing/Pulling 1%

• Near Vision 80%

• Far Vision 20%

• Hearing 100%

• Speaking 90%

• Lifting/Carrying - up to 10 lbs 10%

• Lifting/Carrying - up to 25 lbs 1%

• Lifting/Carrying - up to 50 lbs 0%

• 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 281-348-9606 or recruiting@smatechnologies.com for assistance.

 

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