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. Smarsh is seeking an IT Specialist to join our office in London, Canary Wharf. As the IT Specialist, you will serve and interface with representatives from every department on a regular basis to solve daily challenges and needs. This role requires a high degree of customer service and expertise. You must have the right mix of technical support skills, customer urgency and passion for deploying the right solutions to solve changing business needs. You will have proven experience with macOS, JAMF, Windows, Office 365 applications, and MS Teams. This is a full-time hybrid position working out of our London, Canary Wharf, office. How will you contribute? Provide first-line response to internal customers requiring assistance with IT issues. Respond to requests for technical assistance by phone, email, drive-bys and/or using service desk management system. Track and own issues to resolution and updating the service management system. Troubleshoot and manage mission critical business solutions including but not limited to Windows, macOS, Office 365, MS Teams, computer hardware, and other new and emerging technology solutions. Create and manage Active Directory accounts for corporate users & systems. Maintain desktops, laptops and tablets including both hardware and software. Maintain office devices including multifunction printers, VOIP equipment, mobile devices, and AV equipment. Create, maintain and delete Active Directory accounts for corporate users & systems. Take ownership of macOS/iOS environments, lead administration via Jamf Cloud. Perform other ad-hoc projects or tasks as assigned. Other duties as assigned. What will you bring? Bachelor's degree is preferred. A minimum of 2 years of experience with help desk assistance Demonstrated experience with troubleshooting various computer-related issues. Service Desk Support, Windows and Mac hardware support, M365, Jira, AD, customer service, remote support Proven experience with macOS, Jamf, Windows, Office 365 applications, and MS Teams Or equivalent combination of education and experience. What do we offer? We value our people and offer a competitive salary along with company bonus Strong maternity and paternity scheme A workplace pension scheme Take what you need holiday package Private medical insurance Dental plan Group life assurance Group income protection Employee assistance programme A monthly wellness allowance Adoption assistance Stock options Don't meet every requirement? Apply anyway! We value diverse candidates and encourage applications, even if you don't perfectly match the job description. Studies have shown that some strong candidates may self-select out of the interview process prematurely, at Smarsh we encourage an inclusive, high-performing environment. Smarsh is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Smarsh invites all qualified interested applicants to apply for career opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Including frequency of functions. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
Jul 05, 2025
Full time
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. Smarsh is seeking an IT Specialist to join our office in London, Canary Wharf. As the IT Specialist, you will serve and interface with representatives from every department on a regular basis to solve daily challenges and needs. This role requires a high degree of customer service and expertise. You must have the right mix of technical support skills, customer urgency and passion for deploying the right solutions to solve changing business needs. You will have proven experience with macOS, JAMF, Windows, Office 365 applications, and MS Teams. This is a full-time hybrid position working out of our London, Canary Wharf, office. How will you contribute? Provide first-line response to internal customers requiring assistance with IT issues. Respond to requests for technical assistance by phone, email, drive-bys and/or using service desk management system. Track and own issues to resolution and updating the service management system. Troubleshoot and manage mission critical business solutions including but not limited to Windows, macOS, Office 365, MS Teams, computer hardware, and other new and emerging technology solutions. Create and manage Active Directory accounts for corporate users & systems. Maintain desktops, laptops and tablets including both hardware and software. Maintain office devices including multifunction printers, VOIP equipment, mobile devices, and AV equipment. Create, maintain and delete Active Directory accounts for corporate users & systems. Take ownership of macOS/iOS environments, lead administration via Jamf Cloud. Perform other ad-hoc projects or tasks as assigned. Other duties as assigned. What will you bring? Bachelor's degree is preferred. A minimum of 2 years of experience with help desk assistance Demonstrated experience with troubleshooting various computer-related issues. Service Desk Support, Windows and Mac hardware support, M365, Jira, AD, customer service, remote support Proven experience with macOS, Jamf, Windows, Office 365 applications, and MS Teams Or equivalent combination of education and experience. What do we offer? We value our people and offer a competitive salary along with company bonus Strong maternity and paternity scheme A workplace pension scheme Take what you need holiday package Private medical insurance Dental plan Group life assurance Group income protection Employee assistance programme A monthly wellness allowance Adoption assistance Stock options Don't meet every requirement? Apply anyway! We value diverse candidates and encourage applications, even if you don't perfectly match the job description. Studies have shown that some strong candidates may self-select out of the interview process prematurely, at Smarsh we encourage an inclusive, high-performing environment. Smarsh is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Smarsh invites all qualified interested applicants to apply for career opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Including frequency of functions. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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. The Workload Management team is an integral part of Smarsh Fabric, the platform that underpins our enterprise applications. This team is dedicated to developing robust, scalable, and secure data solutions that empower our products to deliver exceptional value to our customers. Embracing a DevOps culture, the team adheres to Site Reliability Engineering principles, including proactivity, automation, cross-functional collaboration, and data-driven decision-making. How will you contribute? Support all systems and infrastructure associated with the day2 operations of all Datastore clusters within Smarsh's Enterprise Platform. Design, implement, and maintain high available and scalable MongoDB clusters. Monitor and troubleshoot database performance issues, ensuring uptime and efficiency Build and maintain the platform infrastructure by automating workflows related to MongoDB and other Datastores. Develop automation tools and scripts to streamline database operations such as scaling, provisioning, and replication lag. Integrate MongoDB on cloud-native and on-prem environments, including containerized platform like Kubernetes. Analyse and optimize MongoDB resource utilization (CPU, memory, disk, IO) for performance and cost-efficiency. Ensure our Datastore platform installations adhere to best practices in security, including authentication, authorization, encryption, and auditing. Attend team's standups in support of daily activities, as well as all Agile ceremonies in support of the team goals. Work closely with software engineering teams to support database architecture, provide guidance for database design, schema optimization, and query tuning. What will you bring? Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. 4-6 years of experience in DevOps or software engineering roles. Proficiency in at least one programming language (e.g. Python, Java, Go). Familiarity with IaC/IfC tools (e.g. Terraform). Experience with cloud platforms (AWS, Azure, or GCP) and their associated data services. Hands-on experience with continuous integration and deployment systems (e.g. Jenkins, Tekton). Practical experience with containerization and orchestration technologies, particularly Kubernetes. Familiarity with observability tools such as Prometheus and Grafana, the ELK stack, or similar managed service. Strong problem-solving skills and attention to detail. Experience in MongoDB, including sharded clusters, replica sets, and performance optimization. Solid understanding of Linux-based systems and networking concepts. Preferred experience Experience running production workloads at scale on AWS. Familiarity with technologies such as Elasticsearch, MongoDB, Kafka, or similar systems. Proficiency in Python, with a preference for experience using Django. What do we offer? We value our people and offer a competitive salary along with company bonus Strong maternity and paternity scheme A workplace pension scheme Take what you need holiday package Private medical insurance Dental plan Group life assurance Group income protection Employee assistance programme A monthly wellness allowance Adoption assistance Stock options Don't meet every requirement? Apply anyway! We value diverse candidates and encourage applications, even if you don't perfectly match the job description. Studies have shown that some strong candidates may self-select out of the interview process prematurely, at Smarsh we encourage an inclusive, high-performing environment. Smarsh is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Smarsh invites all qualified interested applicants to apply for career opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Including frequency of functions. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
Jul 04, 2025
Full time
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. The Workload Management team is an integral part of Smarsh Fabric, the platform that underpins our enterprise applications. This team is dedicated to developing robust, scalable, and secure data solutions that empower our products to deliver exceptional value to our customers. Embracing a DevOps culture, the team adheres to Site Reliability Engineering principles, including proactivity, automation, cross-functional collaboration, and data-driven decision-making. How will you contribute? Support all systems and infrastructure associated with the day2 operations of all Datastore clusters within Smarsh's Enterprise Platform. Design, implement, and maintain high available and scalable MongoDB clusters. Monitor and troubleshoot database performance issues, ensuring uptime and efficiency Build and maintain the platform infrastructure by automating workflows related to MongoDB and other Datastores. Develop automation tools and scripts to streamline database operations such as scaling, provisioning, and replication lag. Integrate MongoDB on cloud-native and on-prem environments, including containerized platform like Kubernetes. Analyse and optimize MongoDB resource utilization (CPU, memory, disk, IO) for performance and cost-efficiency. Ensure our Datastore platform installations adhere to best practices in security, including authentication, authorization, encryption, and auditing. Attend team's standups in support of daily activities, as well as all Agile ceremonies in support of the team goals. Work closely with software engineering teams to support database architecture, provide guidance for database design, schema optimization, and query tuning. What will you bring? Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. 4-6 years of experience in DevOps or software engineering roles. Proficiency in at least one programming language (e.g. Python, Java, Go). Familiarity with IaC/IfC tools (e.g. Terraform). Experience with cloud platforms (AWS, Azure, or GCP) and their associated data services. Hands-on experience with continuous integration and deployment systems (e.g. Jenkins, Tekton). Practical experience with containerization and orchestration technologies, particularly Kubernetes. Familiarity with observability tools such as Prometheus and Grafana, the ELK stack, or similar managed service. Strong problem-solving skills and attention to detail. Experience in MongoDB, including sharded clusters, replica sets, and performance optimization. Solid understanding of Linux-based systems and networking concepts. Preferred experience Experience running production workloads at scale on AWS. Familiarity with technologies such as Elasticsearch, MongoDB, Kafka, or similar systems. Proficiency in Python, with a preference for experience using Django. What do we offer? We value our people and offer a competitive salary along with company bonus Strong maternity and paternity scheme A workplace pension scheme Take what you need holiday package Private medical insurance Dental plan Group life assurance Group income protection Employee assistance programme A monthly wellness allowance Adoption assistance Stock options Don't meet every requirement? Apply anyway! We value diverse candidates and encourage applications, even if you don't perfectly match the job description. Studies have shown that some strong candidates may self-select out of the interview process prematurely, at Smarsh we encourage an inclusive, high-performing environment. Smarsh is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Smarsh invites all qualified interested applicants to apply for career opportunities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Including frequency of functions. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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 Smarsh is seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization in the near future. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer's consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions. How will you contribute? Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Smarsh solutions. Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts. Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan. Drive and track customer adoption of Smarsh products and services. Proactively identifying strategic growth opportunities while providing value with what the customer has today. Measure and report on customer health. Identify appropriate steps or resources and lead effort to improve customer health. Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed. Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews. Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner. Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts. Negotiate complex renewal terms. Adhere to defined CSM processes, metrics, and tools. Track activities in CRM tools and accurately log outcomes of customer discussions. Consistently meet or exceed target customer activity metrics and SLO's. Identify best practices and coach throughout Customer success team. Work as part of a collaborative team and provide feedback for improvement to internal stakeholders. Other duties as assigned. What will you bring? 10+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments. BA/BS degree in business/technology or comparable experience and 5+ years' experience in customer success. Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage. Extremely strong oral and written communication skills. Intellectual Curiosity and technical acumen. Skilled at matrix management and using leadership skills to achieve goals. Demonstrated mastery of organization skills. Confident in juggling multiple tasks. Ability to quickly understand questions and problem solving. Proven results in driving customer health and satisfaction resulting in loyalty and advocacy. Knowledge of working in tools like Salesforce, Gainsight and Jira. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
Jul 03, 2025
Full time
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 Smarsh is seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization in the near future. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer's consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions. How will you contribute? Create value for the customer by knowing, tracking, and managing customer's business objectives tied to Smarsh solutions. Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts. Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan. Drive and track customer adoption of Smarsh products and services. Proactively identifying strategic growth opportunities while providing value with what the customer has today. Measure and report on customer health. Identify appropriate steps or resources and lead effort to improve customer health. Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed. Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews. Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner. Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts. Negotiate complex renewal terms. Adhere to defined CSM processes, metrics, and tools. Track activities in CRM tools and accurately log outcomes of customer discussions. Consistently meet or exceed target customer activity metrics and SLO's. Identify best practices and coach throughout Customer success team. Work as part of a collaborative team and provide feedback for improvement to internal stakeholders. Other duties as assigned. What will you bring? 10+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments. BA/BS degree in business/technology or comparable experience and 5+ years' experience in customer success. Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage. Extremely strong oral and written communication skills. Intellectual Curiosity and technical acumen. Skilled at matrix management and using leadership skills to achieve goals. Demonstrated mastery of organization skills. Confident in juggling multiple tasks. Ability to quickly understand questions and problem solving. Proven results in driving customer health and satisfaction resulting in loyalty and advocacy. Knowledge of working in tools like Salesforce, Gainsight and Jira. 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 Best Places to Work Awards. Come join us and find out what the best work of your career looks like.