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Job Description
Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Summary
As a Senior Manager, Global Technical Support for Smarsh Corporate products, you will be part of our global support leadership team, ensuring our customers receive prompt and effective assistance with technical issues related to our Corporate products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team, which may include contracted 3rd party providers. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product, engineering and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.
Summary
As a Senior Manager, Global Technical Support for Smarsh Corporate products, you will be part of our global support leadership team, ensuring our customers receive prompt and effective assistance with technical issues related to our Corporate products and services. You will own support delivery, customer satisfaction, and service excellence strategy and execution for your team, which may include contracted 3rd party providers. Key focus areas include SLA adherence for response and resolution, support readiness, and team development. In this role you will collaborate closely with Smarsh cross-functional leadership, especially product, engineering and sales to ensure product supportability, drive resolution of escalated issues and related customer communications, and promote awareness and adoption of self-service offerings to leverage knowledge reuse and rapid resolution.
Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.