Customer Success Associate

hace 1 mes


Madrid, Madrid, España Mapp Digital A tiempo completo

Customer Success Associate

At Mapp Digital, we're looking for a talented Customer Success Associate to join our team. As a key member of our Customer Success team, you will be responsible for managing our customers' journey at Mapp. This includes ensuring a seamless customer experience, adoption of product functionality and services, routine product support, programme optimization, and revenue expansion opportunities. You will be the primary interface for all inquiries and will actively build relationships with all relevant stakeholders as a trusted advisor. Your goal will be to ensure Mapp is poised to retain and prevent churn. You will 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. You will also be responsible for understanding and gauging the 'health' of our customers, using both data-based methodologies and your own input, ultimately ensuring all customers grow into strong Mapp advocates.

Key Responsibilities:

* 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 grow 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



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