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Senior Customer Success Manager

Senior Customer Success Manager

Berlin, asap

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 Senior Customer Success Manager will manage our customers’ journey at Mapp.  This includes a Mapp customer’s experience, adoption of product functionality and services, routine product support, programme optimization and revenue expansion opportunities. Mapp’s Customer Success team is the primary interface for all inquiries and actively build relationships with all relevant stakeholders as a trusted advisor. They are responsible for ensuring Mapp is poised to retain and prevent churn. The Senior Customer Success Manager must have a strong understanding of our Customers’ business objectives, and the ability to identify and articulate how our solutions support achievement of our Customers’ strategic business goals. The Senior Customer Success Manager is responsible for understanding and gaging the ‘health’ of our customers, using both data based methodologies and their own input, ultimately ensuring all customers grow into strong Mapp advocates.

  • Create Mapp advocates out of assigned customer portfolio of some of Mapp’s most strategic accounts, using a customer-first approach and demonstrating excellent customer service.
  • Work with customers to understand their digital marketing strategy and programs to understand how to best implement, measure, and growth to their desired outcomes.
  • Influence customers to grow their digital marketing strategies and deployed tactics with Mapp’s philosophies and product capabilities, whilst ensuring alignment to the Customer’s business objectives and strategies to drive long-term account satisfaction and growth.
  • Identify, pitch, and sell expansion opportunities within your existing customer portfolio (includes expanding already purchased products, plus professional services. Excludes new products and/or channel opportunities).
  • Partner with Account Management and Mapp’s Customer Product Specialists on contract renewals, new product line/channel opportunities.
  • Closely monitor product and feature adoption rates of assigned Accounts; driving maximum usage of purchased products.
  • Serve as the primary point of contact, working with the Professional Services, Account Management, and other teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction to Mapp.
  • Work collaboratively with the Marketing team to build Customer testimonials and case studies.
  • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.
  • Anticipate Customers’ requirements and possible challenges to make our customers successful. Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured.
  • Identify potential issues and work with cross-functionally to make timely and effective action to resolve them.
  • Champion digital marketing experiences that showcase the company vision internally and externally (trainings, learning materials, thought leadership content, speaking engagements).
  • Maintain a mastery of Mapp products, capabilities, roadmaps and people to solve and simplify marketing problems.

The assets you bring to the team:

  • Bachelor's Degree in appropriate field of study or equivalent work experience
  • 5+ years of Customer Success/Project Management/Account Management experience in the digital marketing/technology industries.
  • Customer-First attitude and approach, with industry-leading customer service.
  • A passion for digital marketing, technology, advertising, and marketing communications.
  • A background in basic project management methodologies (i.e. Scrum, Agile, Sprint, Kanban).
  • Track record of driving customer success and aligning within complex customer environments at executive and operational levels.
  • Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success and manage via an ongoing plan to increase the customer’s value over time.
  • Data and process-driven to achieve measurable results.
  • Ability to work in a fast-paced, results-oriented culture.
  • Excellent interpersonal skills.
  • Creative thinker with the ability to problem solve/troubleshoot issues quickly and effectively.
  • Excellent written/verbal communication, and presentation skills.
  • Strong team player as well as a proactive individual contributor.
  • Fluent verbal and written German (C1 Minimum) and English language skills required. 

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...

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

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