Customer Success Executive (Remote)
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Having raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Executive will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our most strategic accounts. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.
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.
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.
8+ 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.
Expert time management
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.
Demonstrated ability to plan and execute against customer priorities and expectations
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Service Excellence.
Experience with SaaS solutions such as Salesforce, ServiceNow, and Workday preferred.
Available to travel up to 10%
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.
Working at SmartRecruiters
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When companies talk about their mission and values, it can be difficult to tell if they’re just well-intentioned words or if they actually resonate with their customers and employees. At SmartRecruiters, we live ours every day, and it’s apparent in the way our teams work together and through our impact in the market. So who are we and what is important to us? As SmartRecruiters CEO Jerome Ternynck has shared, our mission is to connect people to jobs they love by helping organizations more effectively attract talent and helping people find roles that are perfect for them. “People who work at SmartRecruiters share a few core values. The first one is Impact, and that speaks to us being very focused on our mission. The second is As One, which is about us working together as a team. The third value is CEO, or people being able to own their job and deliver what they're expected to deliver with full autonomy and full empowerment. The fourth is Smarter and that is about how we are able to take the learnings that we get from the market to actually improve ourselves. When you join SmartRecruiters as an organization, it's really the mission you take on and that's a mission to help us elevate recruiting and make it a better world.”To get a true understanding of what these mean, let’s take a look at just a few examples of how our values have become reality: Impact Since the tragic invasion of Ukraine, our colleagues in Krakow, Poland immediately began donating supplies, transporting people across borders and even welcoming displaced families into their homes. Soon, more than 4 million people will be looking for jobs, and we're proud to be working on additional initiatives that will help our customers quickly hire Ukrainians. Our Founder and CEO Jerome spoke to Bloomberg News about the steps we're taking to make a difference. Watch the clip here. As OneBehind every project completed and product launched at SmartRecruiters is a cross-functional team that made it happen. From our weekly Delights to quarterly product releases to the launching of this new career center, every success has been possible because we're doing it together. CEOThe ability for SmartRecruiters employees to work autonomously and take ownership of their careers has led to several 10-year anniversaries in 2022, including that of Michal Nowak. Michal joined the company as the seventh engineer on staff and is now a VP of Engineering. Read his story of career advancement and growth at SmartRecruiters here.SmarterSmartRecruiters recently received the highest recognition of Strategic Leader in the 2022 Fosway Group 9-Grid for Talent Acquisition for the second year in a row. Since 2019 we've been increasing our position by meeting the needs of complex enterprises and achieving high levels of customer impact and satisfaction through continuous improvement in our offerings. Read more about what this recognition means here.---If you can relate to these four company values and ways of working, we would love to see your application! Take a moment to search jobs and apply or set up job alerts and join our talent community if you don't see a fit today. As new positions open up, you'll be the first to know.
Ten years in tech feels like an eternity, but I joined SmartRecruiters in April 2012 and haven’t looked back. I was engineer number seven at the company, and we were just setting up an office in Krakow. That’s how my journey began. Career Growth The best part about working here has been the ability to change my career multiple times. I went from being an engineer in one of our product teams to building internal tooling for other engineers and then finally into management, where I was able to grow my team. One month ago, around my 10th anniversary, I was promoted to VP of Engineering. Changing my role and focus every few years was an incredible learning experience. My organization grew over time, and now I have a chance to develop new engineering leaders. Impactful Work Working at SmartRecruiters is unique because we are here to connect people with jobs, and I don't think there are a lot of problems out there that have such a massive impact on the global economy and people's lives. If we do our job well, a hospital will hire talented doctors, a school will get great teachers, and millions of job-seekers will apply and get through the interview process with less stress. This is something that keeps a lot of us here. The recruitment industry has a lot of opportunities for improvement, and we believe technology can do that. If you are a technologist, this is the perfect place to be. The company structure ensures you directly impact the product. You can see how the features you build immediately make a difference in the users' life. It is the perfect blend of product management, design, and engineering working together to solve a challenging problem. Leadership When people choose to stay in or leave a job, an important factor is leadership. I’ve been happy at SmartRecruiters for so long because I've never met a person like our CEO Jerome, who can share a vision so vividly and talk about the company's direction with such passion and clarity. He is also a product person, so it's a perfect mix of having a charismatic CEO who really understands digital products and cares about them deeply. Diversity We also have a very diverse group of R&D leaders. Our CTO, the VP of Product, one of the VPs of Engineering, and the Director of Design are all accomplished women leaders who are amazing at their jobs. They really do care about diversity and inclusion and ensuring that they are continuing to bring in even more diverse talent to drive our mission forward. #AsOne One of SmartRecruiters values is “As One,” and you really feel it here. It's not an empty phrase. The scale-up experience can be overwhelming. We are growing fast, experimenting a lot and trying new things all the time. Lots of things are in-flight, which can be a stressful experience. One way to mitigate this is to have a strong team that cares about each other. And that has been the case for me. I am surrounded by very kind, supportive people who have invested a lot in me over the years. Job Opportunities As we continue to scale, we’re hiring engineers for our R&D teams in EMEA. If you are interested in joining SmartRecruiters, we are remote-first but also have offices located in Krakow and Berlin. I invite you to search our openings below and connect with me on LinkedIn if you have any questions. Click below to search for jobs in Research & Development By Michal Nowak SmartRecruiters VP of Engineering
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