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Customer Advocacy Manager [German speaker]

Customer Advocacy Manager [German speaker]

Berlin, 07.03.2022 Headquartered in San Diego (USA) and with offices in big major European metropolitan cities like London, Paris, Berlin, Munich, Milan, Eindhoven & Krakow, more than 300 employees around the globe are constantly working on Mapp Cloud to provide our customers cross-channel marketing insights continuously and reliably. Mapp Cloud brings customer acquisition and customer engagement together in one simple marketing cloud infused with data intelligence. Our business is tech, but tech depends on people. As the people of Mapp, collegiality is in our DNA. Therefore, we are committed to build the best product along with a place of belonging. We work together, we win together and we proudly extend this to our customers.

What you will do:

 The Customer Advocacy Manager is a fully cross-functional role; touching on all aspects of the customer experience, including account management, project management, analytics and technical support for digital channels including email, SMS, mobile push and onsite behaviour.  You will handle a wide variety of clients to effectively scope, estimate, and quote potential client projects and ensure projects are on-time and on-budget. The Customer Advocacy Manager will identify services opportunities by aligning Mapp products and services. You will handle front-line customer service primarily for Mapp’s Global “Pool” customers, but may handle other customer categories as needed. The Customer Advocacy Manager will work with the greater Customer Advocacy Team to resolve basic system problems, handle company questions, manage contract and renewal questions raised by customers by phone or an online support portal for Mapp Cloud solutions. This role reports to the Manager, Customer Advocacy based in London, UK.


  • Management and follow-up of front-line customer service and technical support tickets for company inquiries, digital best practices, contract and renewal questions, and Mapp Cloud solutions on an international level
  • Basic to intermediate analysis and resolution of technical support tickets
  • Project Scoping, estimate and quote for potential and existing clients
  • Work cross-functionally with Frontline Support and Advanced Technical Support on P1, escalated, and complex issues, including ticket submission for customer and ensuring handling/resolution occurs
  • Identify services opportunities by aligning Mapp products and services
  • Maintain and achieve customer and internal SLAs
  • Build a sustainable and mutually beneficial relationship between customers and Mapp
  • Identify potential up-sell or cross-sell opportunities and refer to Account Management
  • Responsible for the renewal of client contracts, working closely with the legal team
  • Creation and maintenance of customer service and support documentation
  • Training on the different applications to be supported along with internal tools will be provided

The assets you bring to the team:

  • A degree related to Information Technology or Business Management and at least 3 years’ experience in a similar customer facing role
  • At least 3 years’ previous experience in an online customer service, technical support, project management, or account management role
  • Fluent verbal and written English and German
  • Fluent in verbal and written French, Italian, or Spanish is highly desirable
  • Previous experience with SaaS solutions
  • Previous digital experience specifically in email
  • Experience with customer service or technical support ticketing system
  • Fundamental technical analysis skills
  • Basic knowledge of common web technologies (HTML, CSS and APIs)
  • Good organizational and communication skills
  • Excellent written and spoken communication skills
  • Experience with Microsoft Office 365 suite, Salesforce, and Atlassian solutions
  • Be a reactive, conscientious and customer centric problem solver, able to take control of problems and drive home their resolution

We offer:

  • Prospect: We are a continuously growing team with experts in the most future-oriented fields of customer intelligence. We are dealing with real big data scenarios and data from various business models and industries. Apart from interesting tasks we offer you considerable freedom for your ideas and perspectives for the development of your professional and management skills.
  • Team oriented atmosphere: Our culture embraces integrity, team work and innovation. Our employees value the friendly atmosphere that is the most powerful driver within our company.
  • Goodies: Individual trainings, company tickets, team events, table soccer, fresh fruits and a sunny roof terrace.
  • TechCulture: Work with experienced developers who share the ambition for well-written and clean code. Choose your hardware, OS and IDE. Bring in your own ideas, work with open source and have fun at product demos, hackathons and meetups.

Now that we've got your attention...

We look forward to receiving your application, including your salary expectations, in addition to your earliest possible starting date. If available, please provide a link to any additional online resources like a Linkedin profile, GitHub and/or Stack Overflow profile.

Mapp Digital US, LLC   |   3655 Nobel Drive Suite 500   |   92122 San Diego, CA USA   |      |   

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