Customer Communications Manager

Why Smarsh?
Our motto is People First. Inspire Confidence. Embrace the Impossible.
hire lifelong learners who have a passion for their discipline and a track
record of excellence. To learn more about us, visit In our
space, Gartner has placed us a leader for 4 consecutive years. We are the
right size for effective software engineering, not too small and not too big.
Your contributions will be noticed, you will matter, and you will be part of a
team that wants to succeed.
From day one, Smarsh was built on a set of core values that have motivated and
sustained us People First, Inspire Confidence, and Embrace the Impossible
We ask that each of our employees whether new or old- ingrain these value
in our day-to-day decisions, call on them while serving our customers and our
peers and apply them when creating the best possible products we can imagine.
Together as one team we listen, collaborate and believe that anything
everything is possible.

Company Description
Smarsh is the leader in communications compliance, archiving, and analytics. We
provide compliance across the broadest set of communications channels with
insights on what s being captured. Smarsh customers manage over 500 million
daily conversations across 80 channels and growing. Customers include the top
10 U.S., top 8 European, top 5 Canadian, and top 3 Asian banks. The Smarsh
advantage is customers stay ahead of compliance and uncover patterns and
relationships hidden within their data.
At Smarsh, we ve been helping our customers manage new forms of communicati
since 2001. We work closely with regulators including the SEC, FINRA, IIROC,
and the PRA and FCA, and with our customers, to ensure that they understand the
capabilities of today s technology and that our platform meets their most
stringent requirements. Our products include Connected Capture, Connected
Archive, Web Archive, Business Solutions, & Federal Arch.

Customer Communications Manager
Summary / Objective
Smarsh is seeking a Customer Communications Manager to join our fast-growing
Product Marketing team. This candidate will focus on implementing standardized
communication sequences / tech touch campaigns to our existing customers.
Responsibilities will involve building and executing on communication plans for
each customer segment that map to different stages of the customer journey.
This candidate will use technology tools and develop processes to enable Smarsh
to be more proactive and available to our customers. This will free up our
Customer Success Managers to focus more time on relationship-building and
consulting. They will also contribute to our customer advocacy program. This
candidate will play a vital role in improving customer retention and the
experience of our customers. They will report to the Senior Director of Product
Marketing and will work cross-functionally with Customer Success, Product and
the broader Marketing team on an ongoing basis.
We are looking for a tech savvy person who has the ability to actively engage
our customers, improve customer satisfaction and create advocates for our
products and services. We want someone to join the team who is both passionate
about the customer experience and has experience running tech touch campaigns.
We would love to work with someone who embraces new opportunities, is motivated
by professional growth, curiosity and problem solving, and who consistently
challenges themselves to deliver excellence.

Essential Functions / Responsibilities:
Automated sequencing and engagement campaigns – Design and implement
automated communication sequences / campaigns to existing customers, using
Outreach software, from onboarding to renewals and beyond. Partner with the
members of our Demand Generation and SDR teams focused on upsell and nurture
campaigns to align on campaign calendars.
Customer communications execution: Support the Customer Success, Product an
Marketing teams in their customer communications goals. Use customer-focused
messaging, primarily developed by Product Marketing, to create communications
for each customer segment. Execute on communications around change initiatives
and time-sensitive updates when needed.
Data driven customer knowledge: Understand the Salesforce data we hold abou
our customers across different segments and industry verticals. Use this data
to inform communications planning and execution.
Cross-departmental collaboration: Collaborate with a range of teams
(Customer Success, Product, Sales, wider Marketing team) to implement our
customer communications strategy. Drive efficiency between departments when it
comes to how we communicate with our customers.
Voice of the customer: Partner with Product Marketing to deliver the righ
content at the right time to our customers. Help to expand our customer
reference program through communications and outreach. Help to source voice-of-
the-customer content, such as case studies and testimonials. Execute on
customer surveys.
Tracking: Devise ways to evaluate projects using relevant, data driven KP
and feedback from key stakeholders. Work with our Marketing Operations team on
performance metrics for customer communications and with our Customer
Operations team on satisfaction scores and customer retention data.

Education and Experience:
1. College Degree or equivalent combination of education and experience
2. 4+ years of customer marketing (tech touch) / demand generation experience
or related at a B2B technology organization
3. Background in executing marketing campaigns or customer outreach programs
using sequencing software such as Outreach

Additional Eligibility Qualifications:
4.Experience with Salesforce, Outreach, Marketo and / or other marketing
automation systems
5.Excellent project, calendar and time management skills with the ability to
organize, multitask, prioritize and meet deadlines
6. Proven experience in creating compelling tech touch sequences / campaigns
for different segments and personas
7. Ability to digest and use large subsets of customer data
8. Strong written and verbal communication skills, both client-facing and
internal
9. Experience collaborating across multiple internal teams and departments
10. A lifelong learner who can quickly get up to speed with new industries and
solutions
11. Strong relationship building and interpersonal skills
12. A passion for communicating the voice of the customer

We d love to see:
13. Strong problem solving and strategic thinking abilities
14. Background in customer satisfaction surveys
15. Experience with customer advocacy / reference programs
16. Experienced user of MS Office toolset (Word, Excel and PowerPoint)
Smarsh is an Equal Opportunity Employer: Smarsh is proud to be an equal
opportunity employer and considers qualified applicants for employment without
regard to race, color, religion, creed, sex, sexual orientation, gender
identity, gender expression, marital status, national origin, ancestry, age,
veteran status, disability, or any other protected class. 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 for assistance. Smarsh voluntarily
participates in the E-Verify system and uses all tools made available by the
federal government to confirm the employment eligibility of all team members.
To learn more about E-Verify, visit the US Department of Homeland Security
website:

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