Associate Customer Success Manager

2 months ago

London, United Kingdom Mapp Digital Full time

** Internal Applicants Only**

WHAT YOU WILL DO:

The Associate 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 Associate 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 Associate 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.

· Work collaboratively with the Marketing team to build Customer testimonials and case studies.

· 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

· 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).

· 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.

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