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Job Locations US
Posted Date 5 days ago(9/20/2022 10:57 AM)
We are looking for a passionate Onboarding Experience Specialist to help ensure all our new hires have a great start to their career with SMG and are set up to succeed from the moment they accept the offer.    This is an individual contributor role with a clear path and scope for growth into expanded roles in managing SMG’s associate experience, as well as broader HR or Client Success roles.     In this role, you will be responsible for the planning, design, and delivery of the personalized Associate On-Boarding Success Plans against continuously improving templates provided by SMG Learning and Development. This is a truly global position that will continue to help us shape and deliver the vision for how we onboard, develop and grow our expanding global team of SMG superstars. It is a hands-on role, delivering a range of projects that meet real needs and have a big impact! 
Job ID
2022-2044
Country
United States
Job Locations US | UK-Hertfordshire-St. Albans
Posted Date 2 weeks ago(9/13/2022 4:56 PM)
Who is SMG?   When brands want to know if they’re delivering on brand, customer + employee expectations, they talk to us. SMG helps organizations act on feedback to drive loyalty and improve their business. That’s because our unique software with a service (SwaS) approach sets us apart from the software as a service (SaaS) model offered by most experience management companies. Our clients don’t just get powerful platform technology that measures experience feedback—they get ongoing, full-service support through SMG’s differentiated professional services. That’s where you come in!   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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. 
Job ID
2022-2042
Country
United States
Job Locations US
Posted Date 2 weeks ago(9/8/2022 1:27 PM)
SMG is a leader in the Customer Experience (CX) industry, helping the world’s largest and most innovative brands deliver better experiences to their millions of customers across the globe.   With our recent growth equity investment, we’re accelerating new product innovation — moving quickly and taking risks like a startup, but within a healthy, established business. Our new CPO and CTO have broad experience in VC-backed startups and care deeply about making beautiful products.   We empower our product teams to solve hard problems in a way our customers will love, yet work for our business, by teaming Product Managers with User Experience and Engineering professionals to create a cross-functional and durable team.   Our Product Manager must contribute the product team a solid knowledge of the various constraints of the business that can come from across the organization – marketing, sales, client management, finance, legal and privacy.  The product manager must also closely collaborate with these areas and their team to discover effective solutions and then deliver those solutions to the market.   We are looking for a Sr. Product Manager to help us deliver on a state-of-the-art AI driven analytics product that takes in guest feedback and delivers meaningful insights to our client.  The ideal candidate will have a background in analytics, mathematics or data science.  Our AI model is the basis of groundbreaking work to change the way customer experiences are obtained and delivered to our core client base of restaurant and retail concepts.
Job ID
2022-2041
Country
United States
Job Locations UK-Hertfordshire-St. Albans | UK-Hertfordshire-St. Albans
Posted Date 3 months ago(6/29/2022 10:51 AM)
SMG is looking to add a Sales Development Representative to play an integral part in accelerating SMG’s growth through pipeline creation for assigned industries, effective outbound prospecting, and a focus on generating qualified leads for sales discovery and conversion to pipeline. The role requires targeted research, call, email, and social outreach to identify and qualify buyers in multi-unit restaurant, retail, healthcare and other relevant industries.     With this role, we need a self-motivated, driven, high-energy and polished professional that will inspire prospective buyers to engage in conversation with SMG. This role will also partner with senior sales leadership that have deep industry expertise to help coach and guide your sales development Success means qualifying leads for sales discovery that convert to pipeline and advance to closed bookings for SMG. This role will be expected to leverage and benefit from a variety of integrated CRM tools, such as Outreach, LinkedIn Sales Navigator, ZoomInfo, Sendoso, Terminus and many other tools to help you succeed.   Visit https://www.smg.com/careers/marketing-sales to learn more about the Sales and Marketing teams at SMG.   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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: Lead qualification: Initiate the sales process through outbound prospecting and lead-qualification against minimum industry requirements. Have daily activity responsibility against individual lead pre-qualification and discovery meeting setting goals.  Lead research: Obtain business intelligence on target organizations utilizing various methods that include cold calling, warm lead follow-up and various research methods including third party data providers. Develop an understanding of the lead's company structure, buyers, pain points, key buying influences, program needs and timing, competitor incumbents and more.  Industry knowledge: Apply a curious mindset to learn about SMG’s products, solutions, key messaging and positioning, value propositions and more. Conduct research and collaborate internally to develop an understanding of market trends, buyer habits, relevant stats and industry success stories. Demonstrate confidence in your knowledge of SMG solutions in all communications with prospective buyers.  Systems and process: Leverage CRM with supporting details of qualified leads to clearly communicate client profile, buyers and current needs and timing. Route pre-qualified leads to Sales to review for acceptance and advancement to Discovery. Schedule discovery meetings for sales-approved leads, handing off to Sales for opportunity development and closure. Follow all related CRM lead routing, lead lifecycle and lead conversion processes. Maintain data integrity in the CRM through ongoing data cleanup, management and enrichment.    What you’ll need to succeed: - 2-year degree in marketing, business or related field - 1-3 years of business development, call center or demand generation experience, preferably at a technology company, with proven ability to deliver consistently strong and measurable results - Accountability for sourcing discovery calls that turns into pipeline and revenue - Experience working in inside sales or a sales-facing role - Experience in crafting custom emails, writing LinkedIn message, and using direct/digital mail to obtain meetings - Strong and professional phone presence with willingness to make numerous calls a day - Experience with CRM and marketing automation systems to generate, capture, nurture, track and report on leads, conversions and ROI - Proficient in Microsoft Office product suite - Financially motivated - Experience with Outreach, Terminus, Sendoso or other MarTech/sales technology a plus Personal Attributes: - Excellent spoken and written communication skills as well as presentation skills - A customer-centric mindset (internal and external customers) - A collaborative team player - Strong analytical and critical thinking skills - Strong listening, probing and influence skills - Sense of urgency to complete assigned tasks against deadlines and goals - Self-motivated, hardworking and committed to your own success - Detail-oriented with strong attention to follow-through - Confident, creative, curious and high energy - Accountability to performance - Excellent time management skills - Intellectual curiosity and ambition - Desire to build advanced sales skills Why you want to work here: SMG offers a challenging and enjoyable culture that offers professional and personal growth. Visit us at smg.com/company/careers to learn more about SMG and what it’s like to work here.    
Job ID
2022-2030
Country
United Kingdom
Job Locations UK-Hertfordshire-St. Albans | UK-Hertfordshire-St. Albans
Posted Date 3 months ago(6/17/2022 1:55 PM)
SMG – Service Management Group is hiring a Director of Sales to join our team!   SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.     The Director of Sales is responsible for leading new Enterprise sales pursuits from start to finish in order to meet aggressive new client   growth objectives and support SMG’s overall corporate strategy. This position will drive new opportunity creation across one or more of   SMG’s primary verticals (retail, restaurant, or services).    SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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.  
Job ID
2022-2023
Country
United Kingdom
Job Locations US | UK-Hertfordshire-St. Albans
Posted Date 4 months ago(6/10/2022 8:25 AM)
Who is SMG? When brands want to know if they’re delivering on customer + employee expectations, they talk to us. SMG helps organizations act on feedback to drive loyalty and improve their business. That’s because our unique software with a service (SwaS) approach sets us apart from the software as a service (SaaS) model offered by most experience management companies. Our clients don’t just get powerful platform technology that measures experience feedback—they get ongoing, full-service support through SMG’s differentiated professional services. That’s where you come in!   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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.    Who we want: SMG is looking to add an organized, detail-oriented, analytical Insights Manager to our Client organization team. This role is a critical member of the team that interacts with a team of Researchers to cull data and develop insights which clients can action on to drive business results.  You will have the lead role presenting and delivering presentations.  As well a partnering with product to influence how we extend insights through our tech platform. You’ll have the opportunity to build great client relationships, gain research and consulting skills, and make a real impact on the customer experience for big-name brands around the world.
Job ID
2022-2011
Country
United States
Job Locations US
Posted Date 3 months ago(6/20/2022 8:06 AM)
SMG is an experience management (XM) provider with an unrivaled approach. Using our software with a service (SwaS) model, we pair an enterprise platform with professional services to accelerate value for our clients and change the way they act on customer + employee insights.   Who we want:   SMG is looking to add an Industry Marketing Director to focus on strengthening our reputation and footprint in the restaurant industry. SMG has an established reputation and market share in restaurant with many high-profile global brands, and we are uniquely positioned to capture more of the market and grow our existing brands.      This critical role will collaborate across the organization to drive the industry positioning, go-to-market strategies, and marketing plans needed to acquire, grow, and retain restaurant clients. You will serve as an internal and external subject matter expert for restaurant, guiding product, marketing, sales, and client success teams on the solutions, strategies, thought leadership, and engagement tactics we should employ to reach and capture restaurant buyers while additionally deepening our influence with existing clients. Success means all revenue generating teams receive the guidance they need from industry marketing to meet and exceed our restaurant industry revenue targets.   In this role, we need a self-motivated, analytical, collaborative, and innovative marketer who thrives working as part of a team and has a passion for going deep into an industry to guide the organization on go-to-market efforts that establish SMG’s authority with buyers to convert revenue from new and existing clients.   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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:   Market research: Conduct market sizing to determine total available market, serviceable available market, spend, CAGR, market share, and other data sets to inform industry planning. Follow clients, industry analysts, and other influencers to stay on top of trends and buyer needs. Collaborate with SMG researchers to understand consumer and industry trends that can inform thought leadership and trusted advisor efforts. Partner with product marketing on competitive research to assess SMG’s gaps and differentiation specific to restaurant, crafting industry specific battlecards to enable internal teams. Partner with product marketing on win/loss analysis to understand and educate internally on why we win and why we lose in restaurant. Use quantitative and qualitative data to assess buying patterns and behavior to enable new logo and expansion sales plays, and to assess client adoption and usage to enable client engagement and retention plays.   Go-to-market management: Develop the industry’s go-to-market plan that defines industry solutions, ideal client profiles, personas, segmentation, customer journeys, pain points, use cases, success stories, value propositions, positioning, differentiation, messaging, offers, engagement channels, influencers, partners, client references, new logo plays, expansion plays, and retention strategies—everything revenue generating teams need to activate targeted efforts to attract, grow, and retain restaurant clients. Partner with product marketing and content + creative teams to craft sales enablement materials (industry solution briefs, industry battlecards, sales decks, etc.). Partner with client success and product marketing on client advocacy efforts to ensure we are identifying and leveraging restaurant client advocates for awareness, reputation, and demand generation efforts. Identify restaurant influencers with which we should build relationships and partner with communications, demand generation, and product marketing on activating earned and paid media with top restaurant influencers. Provide input into industry solutions strategy, roadmap, and pricing, and partner with product marketing to position industry use cases for new product launches or enhancements. Analyze and report on levels of industry engagement and performance across all marketing programs and sales plays, recommending GTM optimizations as needed to improve results and ROI. Manage projects for deliverables you drive.   Thought leadership: Act as industry subject matter expert for the marketing team, providing direction on industry specific messaging and content to be created for awareness + reputation, demand generation, and sales enablement. Partner with SMG’s research and content + creative teams to translate proprietary SMG consumer and industry research into compelling thought leadership content pieces. Help write industry emails, blogs, reports, and other forms of content that our writers can polish. Participate in SMG’s cross-functional restaurant industry share group to extract use cases, trends, and other learnings that can be turned into thought leadership. Craft and deliver industry presentations for internal and external audiences, and act as a speaker for videos, webinars, and other forms of visual content. Work with client success to secure client advocates as co-presenters or interviewees for SMG thought leadership. Maintain relationships with top industry influencers to keep SMG’s thought leadership positioned for publication. Establish a presence on social media to regularly share restaurant thought leadership through various dark social applications. Manage projects for deliverables you drive.   What you’ll need to succeed:   - 4-year degree in marketing, business, or related field - 10+ years B2B marketing experience, including industry marketing (restaurant and/or restaurant CX experience a plus) - Experience working with product, sales, and customer success teams to meet shared revenue goals - Experience working across a marketing team to drive industry go-to-market plans - Experience partnering with product and product marketing to bundle products and pricing to create compelling industry solutions mapped to buyer needs - Passion for deeply understanding an industry and acting as a subject matter expert for the organization - Experience with customer journey mapping and collaborating with marketing team members to map touchpoints, messages, and offers across the journey - Experience with customer advocacy programs and harnessing the power of success stories to establish industry credibility - Experience with influencer relations and leveraging influencers as a platform to extend thought leadership and buyer engagement - Ability to craft and deliver presentations for internal and external audiences, as well as provide speaking parts for videos, webinars, and other forms of visual content - Ability to write emails, blogs, reports, and other pieces of content that can be polished by our writers - A commitment to developing a deep understanding of our platform solutions and how they help our clients - Comfort working with data and the ability to leverage data to drive insights - Proficient in Microsoft Office suite and experience working in CRM and project management systems   Why you want to work here:   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to our clients’ and our company’s success.   Visit us at smg.com/company/careers to learn more about SMG and what it’s like to work here.  
Job ID
2022-2002
Country
United States
Job Locations US
Posted Date 4 months ago(6/7/2022 3:28 PM)
Who we want: SMG’s Marketing team is adding a Communications Manager to our growing group. This critical and highly collaborative role will be responsible for shaping how SMG is represented within our company and in the marketplace. We need someone who can understand high-level, strategic thinking and bring it to bear for our internal and external audiences—and be as passionate about individual words and what they inspire as the processes that bring them to life.   We work in a fast-paced environment and are geared toward growth. You’ll need to come with the chops to challenge status quo (i.e., not afraid to suss out corporate jargon) and the ability to craft tight stories with an eye on strategy. If you want to have a major impact on a company that’s changing rapidly, we want to hear from you. To apply, please submit your resume and 2 writing samples.   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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’ll do:   Messaging: Collaborate directly with our CEO and members of our HR team to develop content relaying important messages internally and externally. This might include staffing updates, remote work policies, culture initiatives, etc. The organization will rely on you to set the standard for clear, concise communication that adheres to the SMG brand voice and larger strategic goals. Distribution: Think strategically about the best channels for message distribution and put them into practice. This may include newsletters, PR, crisis comms, social media, company-wide meetings, Q+A with executives, corporate intranet, etc. We’ll look to you to determine what communication tactics are needed, guide their implementation, and proactively report on their success. Media relations: Elevate SMG’s media presence by building and maintaining media connections, ensuring our releases are timely, compelling, and show up in the right places. You’ll collaborate closely with our leadership, industry marketing, and product marketing teams to determine the right stories to tell. Writing + editing: Contribute your creative streak to help us execute SMG’s content strategy. You’ll join our larger writing team to develop blog posts, email copy, long-form content, and any other writing/editing needs that may arise.   What you’ll need to succeed: - A bachelor’s degree or higher in communications, marketing, journalism, or related field - 5+ years of experience in marketing communications - Excellent writing skills, with the specific ability to translate loose, strategic concepts into easily digestible content for diverse audiences - Direct and succinct oral communication style and a high level of emotional intelligence - Strong proofreading and editing skills, with extreme attention to detail - Proven history of building on-brand content, including storytelling decks - Demonstrated ability to write, implement, monitor, and adapt communications content - The ability to interact comfortably with senior leadership and manage to their expectations Why you want to work here: Visit us at smg.com/company/careers to learn more about SMG and what it’s like to work here.
Job ID
2022-2000
Country
United States
Job Locations US
Posted Date 5 months ago(5/10/2022 7:02 AM)
SMG – Service Management Group is hiring a Director of Sales to join our team!   SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.    The Director of Sales is responsible for leading new Enterprise sales pursuits from qualified lead to finish in order to meet aggressive new client growth objectives and support SMG’s overall corporate strategy. This position will drive new client opportunities to closure across one or more of SMG’s primary verticals (retail, restaurant, or services).    SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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.  
Job ID
2022-1995
Country
United States
Job Locations US
Posted Date 2 months ago(7/27/2022 8:49 AM)
Service Management Group (SMG) is a leader in providing customer and employee satisfaction and loyalty information to multiunit restaurant, retail, and service companies. We help many of the best known brands in the world understand their most valuable resources: their employees and customers.   We are hiring a Research Analyst who plays an integral role in the insight we deliver. The Research Analyst conducts statistical analysis, assesses findings, reports results with the goal of providing actionable information to SMG clients   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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.  
Job ID
2022-1987
Country
United States
Job Locations US
Posted Date 6 months ago(4/6/2022 7:04 AM)
SMG – Service Management Group is hiring a Senior Vice President, Client Management to join our team.   SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining technology with dedicated professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.   As the leader of the Client Management function, you will be responsible to profitably renew and grow our customer base.  As a key leader, you’ll coach, set strategy and drive accountability, while partnering with the client organization to grow our client revenue and relationships across our install base.  . Reporting to SMG’s Chief Sales Officer, this individual will work closely with leadership in sales, marketing, revenue operations, and sales enablement to drive the expansion sales strategy and achievement. This leader must be an authentic collaborator, servant leader, and a client – centric, proactive, problem solver. This role is an integral part of SMG, powering our journey to more than triple in size in the company’s next chapter of growth.   SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees 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.
Job ID
2021-1900
Country
United States

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