Smart Communications Chief Commercial Officer

2 Nov

Written By Oakstone International

Continued Relationship

Company Background

Smart Communications™ is the only provider of a customer conversation management platform. Built from the cloud up, we help enterprises deliver SMARTER conversations across the entire customer lifecycle – and at scale – and empower them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently.

Founded in 1991 by Gary O’Brien
HQ London, UK. Approx 400 employees
Cloud-enabled customer communications management services (SaaS)

Search Background

Hiring manager: CEO
This was a brand-new role
Looking for someone to come in and automate their entire customer journey
Passion for delivering customer outcomes, success, and retention strategies

The Challenge

As a brand-new role, there was little knowledge of the potential success of the role
They needed someone who had professional services experience as well as the capability of customer success management at an executive level.

Result

The successful candidate had first-hand experience in each of the key requirements from Smart Communications

The hire had executive-level credibility with hands-on experience
Hire time - 12 weeks
Exclusive Retained agreement

Hire Challenge

The successful candidate was in a very senior role at EMC and in the middle of an investment cycle when he was approached by Oakstone. Oakstone had to persuade him to walk away from his stock. Smart Communications were able to offer him a stock incentive when joining.