Technical Customer Success Manager, mParticle
United States
$135-153k
+ 25% target variable + Stock options
Customer data platform for multi-channel consumer brands
Job no longer available
Customer data platform for multi-channel consumer brands
201-500 employees
Job no longer available
$135-153k
+ 25% target variable + Stock options
201-500 employees
Company mission
To empower businesses to deliver personalized and engaging experiences to their customers across all screens and devices.
Role
Who you are
- A minimum of 5 years of experience in a customer-facing role that is technical - Technical CSM, Technical Account Management (TAM), Professional Services, Sales/Solutions Engineering
- Technical exposure to SDK's and API's
- 4 year undergraduate degree
- Extensive experience providing data driven solutions to enterprise customers
- Proven track record in a consulting role and customer-facing environment. Ability to leverage your business acumen to assess client needs, connect needs to product capabilities and drive adoption
- Ability to break down technical concepts for a wide audience of different stakeholders with a varying degree of technical aptitude
- Ability to set and execute on priorities within a fun and fast-paced environment
- Expertise in leading meetings with strong presentation skills
- Excellent collaborator, with the ability to engage across multiple teams to drive an outcome
- Desire to be a key player within a strong team focused on exceeding client expectations
What the job involves
- MParticle is looking for an experienced Technical Customer Success Manager to work with our top tier Enterprise customer base that includes some of the world’s best consumer-facing brands
- Our Customer Success team is tasked with strengthening and expanding our partnerships at all levels of the client organization
- The Technical Customer Success Manager has a passion for making our customers successful as a trusted advisor and voice of the customer within mParticle and has comfort getting very technical with their clients
- Through a strong partnership with key stakeholders, the TCSM possesses a clear understanding of the customer’s organization, business strategy, architecture and technical workflows
- They’re comfortable providing solutions that support our customers’ strategic objectives, and guiding customers on how solutions should be instrumented based on technical best practices
- They’re consistently operating with an outcome-first mindset, understanding customer challenges at the deepest level and connecting the dots between customers’ desired outcomes and mParticle’s product capabilities
- The is a highly collaborative individual who works closely with mParticle’s Professional Services, Sales & Product teams to provide client feedback and influence our product roadmap
- Success in this role is defined by client adoption, retention and satisfaction
- Act as primary point of contact for mParticle’s clients and serve as a trusted consultant to optimize and expand value delivered through the mParticle platform
- Apply in-depth knowledge of the customer’s business, the mParticle product solution, and technical expertise to drive and increase adoption of mParticle’s feature set
- Manage the client partnership experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value
- Own customers' evolving technical roadmap for the mParticle platform to ensure account's technical health and ongoing success
- Act as owner and point of escalation for mParticle platform issues, working across internal teams to facilitate a timely resolution for customers
- Serve as the voice of the customer within mParticle, connecting cross-functionally to address feedback and share customer context
- Collaborate across mParticle product, engineering, sales, and client services functions in orchestrating solutions to customers' use cases
- Maintain a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests
- Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives
Our take
As more customer data is created and consumed across more systems, touchpoints, and tools than ever before, it has become a universal need to connect these systems and data sources to drive personalization while respecting consumer privacy needs.
mParticle is a retail customer data platform that improves the way companies collect information on their customers. mParticle utilizes sophisticated algorithms and machine learning technology in order to help drive better customer interactions. The firm also provides a range of data analytics services, A/B testing, marketing, and data warehousing tools.
Big data analytics in retail is expected to reach a total market value in excess of $25.5 billion by 2028. To help capitalize on this, the company has sought several acquisitions, the most recent being AI startup Vidora and analytics provider Indicative.
It is also working on its product to reach larger clients. It recently launched a new toolkit that allows enterprises to gather data from across the customer lifecycle, as well as introducing Custom Access Roles to its platform. A direct sync with Snowflake also bolsters the platform's utility, with other data platforms including Google BigQuery, Amazon RedShift, and Microsoft Azure to be supported in the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2021
$150m
SERIES E
Mar 2020
$45m
SERIES D
Total funding: $303m
Company benefits
- Pawternity policy
- 401k
- Unlimited time off
- Bring your dog!
- Commuter program
- Flexible hours
- Healthy snacks
- Parental leave
- Remote first
Company HQ
Gramercy Park, New York, NY
Leadership
Michael Katz
(CEO)Previously Founder & President of interclick, before becoming CEO, and was on the Board of Directors for BrightLine and Adaptly. Current Mentor at Techstars alongside working at mParticle.
Andrew Katz
(CTO)Spent 4 years as a Software Engineer and then worked as CEO of mStyle for over 5 years. Co-founded interclick and worked at Yahoo! as VP of Engineering.
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