SMG - Service Management Group

We were founded in 1991 as Service Management Group. Today, we provide Unified Experience Management (UXM) with our AI-native platform, Ignite®. Our software with a service (SwaS) approach gives clients real-time, predictive insights from their Brand, Customer, and Employee Experience data, helping them build actionable strategies. We work with over 550 global brands and multi-location enterprises in more than 180 countries.

Our core products include:

• Ignite®: An AI-native platform that powers our UXM approach to provide strategic recommendations.
• Bulbshare: A community platform for brands to collaborate with audiences, gather insights, conduct market research, and improve operations.
• smg360®: An experience management platform offering role-based reporting and action tools.
• Expert Consulting Team: We offer guidance through our technology and hands-on support.

We help brands from the start of experience design, ensuring decisions rely on data rather than assumptions. Our platform processes over 18 billion active and passive signals each year. In 2021, Forrester recognized us as a ‘Leader’ in Customer Feedback Management.

Our vision is to put human experiences at the core of every business. Our mission is to help brands act faster on insights from their brand, customer, and employee data to create more value.

Our core values are:

• Be deeply curious: We seek answers to important questions.
• Always be hungry: We strive and drive like we truly want it.
• Crave collaboration: We energize and feed off one another.
• Make ‘em feel elite: We create advocates through world-class service.

We became a remote-first company in 2022. We’re a global team of 201-500 employees. Our work environment is collaborative, innovative, and inclusive, designed so everyone feels they belong. We are committed to diversity, equity, inclusion, and belonging (DEIB), and our workplace policies and practices uphold respect for all employees, partners, and suppliers. We also support several voluntary, employee-led affinity groups.

Our organizational structure includes teams like:

• Client Success
• Research and Client Insights
• Data Science
• Product
• Technology
• Marketing
• Sales
• Administration

Our employee benefits include:

• A remote-first work environment
• Unlimited PTO
• 14 weeks of paid parental leave
• Health and life insurance
• Paid volunteer hours
• Company-provided technology
• Guidance and mentorship to support personal growth