Customer Success Associate

4 weeks ago

London, Greater London, United Kingdom Mapp Full time

The Customer Success Associate will play a pivotal role in ensuring the optimal experience of Mapp's customers. This includes managing customer journeys, adoption of product functionality, routine product support, program optimization, and revenue expansion opportunities. The Customer Success team is the primary interface for all inquiries and builds trusted relationships with stakeholders. The Associate must have a deep understanding of customers' business objectives and the ability to identify and articulate how Mapp's solutions support their strategic goals.

  1. Develop strong relationships with assigned customers to create advocates for Mapp, utilizing a customer-first approach and demonstrating exceptional customer service.
  2. Collaborate with customers to understand their digital marketing strategies and programs to implement, measure, and grow to desired outcomes.
  3. Influence customers to grow their digital marketing strategies and tactics with Mapp's philosophies and product capabilities, ensuring alignment with business objectives and strategies for long-term account satisfaction and growth.
  4. Identify, pitch, and sell expansion opportunities within the existing customer portfolio, including expanding purchased products and professional services.
  5. Partner with Account Management and Customer Product Specialists on contract renewals and new product line/channel opportunities.
  6. Closely monitor product and feature adoption rates of assigned accounts, driving maximum usage of purchased products.
  7. Work with the Marketing team to build customer testimonials and case studies.
  8. Champion digital marketing experiences that showcase the company vision internally and externally, including trainings, learning materials, thought leadership content, and speaking engagements.
  9. Maintain a deep understanding of Mapp products, capabilities, roadmaps, and people to solve and simplify marketing problems.

The ideal candidate will possess a Bachelor's Degree in an appropriate field of study or equivalent work experience. They will have a customer-first attitude and approach, with industry-leading customer service. A passion for digital marketing, technology, advertising, and marketing communications is essential. The candidate should have a background in basic project management methodologies and the 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.

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