Customer Success Manager

GENERAL JOB DESCRIPTION  

The Customer Success Manager (CSM) will support the post-sales customer life-cycle as it relates to customer adoption, on-going support, programme optimisation and expansion. CSMs are the main interface for all programme-related inquiries and build relationships with all relevant stakeholders as trusted advisor. They are responsible for customer retention and the prevention of churn across our Customer base. The CSM must have a strong understanding of our Customers' business objectives and the ability to identify and articulate how our solution supports achievement of the Customers' strategic business goals. The CSM manages the customer experience across our Customer base, meeting agreed retention and usage targets. The CSM is responsible for understanding the 'health' of our customers, ensuring they grow into Mapp advocates.   

DUTIES AND RESPONSIBILITIES   

• Serve as the primary point of contact, working with the Pre-sales, Account Management and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth 'go live' and introduction for the Customer from the outset  
• Work with customers to design their Customer Experience programmes aligned with Mapp digital's philosophy and product capability whilst ensuring tailored to our Customers' business objectives and strategy so that the programme provides continued value to the Customer and drive long-term account satisfaction and growth
• Support Account Manager's with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal time frame
• Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams
• Work collaboratively with the Marketing team to build Customer testimonials and referrals
• 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 - make our customers successful Promote the Company's services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts
• Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
• Contribute to the development of company goals, growth and profitability targets by being an active member of the Mapp digital team and culture
• Discover and link clients' digital marketing challenges to business goals and win their trust in the sales process  
• Champion digital marketing experiences that showcase the company vision internally and externally (training, learning materials, thought leadership content, speaking engagements)  
• Maintain a mastery of Mapp products, capabilities, road maps and people to solve and simplify marketing problems  
• Act as an ambassador and mentor to account management, services teams and other client-facing contacts to who must apply the Mapp value proposition to customer business challenges   

REQUIRED SKILLS AND EXPERIENCE   

• Degree in marketing, advertising, communications, computer science or engineering with a very good understanding of the associated technologies  
• Fluent German and English languages  
• Ideal for Project managers transitioning into Account Management or Technical Account Managers with passion for Project Management  
• Track record of driving customer success and aligning within complex customer environments at executive and department levels
• Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing a Cx programme to meet them and ongoing plan to increase value over time  
• Data-driven with a commitment to process; drive / track consistent engagement process
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture 
• Previous experience with an annual subscription sales model preferred
• Excellent interpersonal skills
• Creative thinker with the ability to troubleshoot issues quickly and effectively  
• Excellent written and verbal communication skills  
• Strong presentation skills
• Extremely well-organised and analytical with an ability to work well under pressure  
• Strong team player as well as a proactive individual contributor 
• Ability to grasp basic technical concepts