Client Success Consultant

As a Client Success Consultant, you’ll be the main contact for some of the biggest restaurant, retail, and service brands in the world—and you’ll get the opportunity to make them even better. In addition to coordinating and managing their experience management programs, you will ensure projects are executed smoothly and establish SMG as a true business partner. Clients will trust you to learn the ‘ins and outs’ of every aspect of their program, so they know how to best serve their customers and employees.
Why work at SMG?
SMG is a leading experience management (XM) provider, serving restaurants, retailers, and other location-centric consumer businesses by changing how brands act on customer + employee insights. With a rich 30-year history, SMG is uniquely pairing an enterprise software platform with professional services to help brands generate new revenue, grow existing revenue, reduce detractors, and drive operational efficiencies. 
We offer our talent -

• Work hard, have fun environment - We work hard to deliver a fulfilling, exciting workplace environment for each SMG employee. Our teams are composed of smart, talented, curious people who love a good challenge. 
• Ample opportunities to learn and grow.
• Fully Remote
• Unlimited PTO
• Diverse, experienced, friendly team which will welcome you, support you and challenge you.
• We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.

What you can expect in this role:
Put simply, this role is central to our success with clients, so it comes with plenty of contact and visibility with client contacts and SMG leadership. It includes diverse challenges, chances to apply your talents as well as opportunities to be recognized and rewarded for delivering business impact.

Some practical examples of activities within the role include:
Client relationships: Cultivate strong connections with key contacts at all client levels. Be their go-to person and advocate within our company. Know your clients inside out to proactively anticipate needs & deliver personalized experiences that exceed expectations. Monitor the “big picture” of programs by setting + managing client expectations, and evaluating and recommending program improvements that drive business outcomes. 
Project management: Lead status calls with clients, serve as main contact for multiple projects and respond to daily correspondence. Oversee the quality of project deliverables, work across SMG teams to align internal resources and meet objectives, while efficiently and effectively tracking project metrics.
Consulting: Drive transformation & ROI in your client’s business. Collaborate with clients to build joint strategic plans and offer expert consultancy on customer experience (CX) program design. Be a CX & industry expert. Maintain up-to-date knowledge of industry best practices and solutions and be able to clearly articulate business value.
Client health and adoption: Own the success journey for your designated client portfolio. Proactively plan and execute initiatives promptly that drives key metrics of client health, satisfaction, adoption, retention, and growth. Demonstrate advanced SMG features and provide training that ensures usage of the SMG tools. Grow adoption of SMG products.

What a Client Success Consultant has to say:
Acting as the primary point of contact for my clients, I need to have a solid understanding of everything SMG provides, and I enjoy being able to touch so many parts of the SMG business—working with a variety of internal teams and constantly learning something new! The breadth of this role is what makes it both challenging and rewarding. SMG is a fantastic business that actively encourages employees to create their own future and as we change and adapt year over year, it makes for a truly exciting place to be.
What you’ll need to succeed:

• Bachelor’s degree
• At least 2+ years of experience working on multiple projects at once—including vendor-side work, client and account management, information or data management, etc.
• Experience in customer facing roles with a proven track record of delivering success in client success or a related field (account management, consultancy etc.) 
• Experience and understanding of the customer experience space and voice of the customer programs within restaurant, retail and services categories are hugely beneficial.
• Strong analytical and problem-solving skills with the ability to translate client needs into actionable outcomes.
• Excellent communication and interpersonal skills with the ability to influence stakeholders
• Advanced organizational skills to manage multiple projects and priorities simultaneously.
• Hands-on experience using Salesforce and client success tools is beneficial.

To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.