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Strategic Customer Success Manager
| Company | Rokt |
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| Location | New York, NY, USA |
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| Salary | $160000 – $205000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Minimum of 8 years customer-facing experience and minimum of 3 years supporting a global customer portfolio
- Proven experience supporting customers on an enterprise level solution
- Proven track record in a consulting role and customer-facing environment
- Ability to leverage your business acumen to assess client needs and drive adoption
- Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing
- 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
Responsibilities
- Build and maintain strong, trusted relationships with key stakeholders and decision-makers within strategic accounts
- Partner with customers to understand their business goals and objectives, and develop tailored success plans that drive measurable outcomes, such as reducing customer acquisition costs, increasing retention, or optimizing campaign performance
- Provide expert guidance on the mParticle platform, helping customers maximize its value through use case enablement, best practices, and ongoing consultation
- Collaborate with internal teams to develop and execute strategic account plans that align with customer goals and mParticle’s business objectives
- Identify and mitigate risks to account health, such as underutilization of the platform or misalignment of expectations
- Work with the sales team to identify opportunities for expansion and renewal within accounts, ensuring customer satisfaction and retention
- Serve as a customer advocate by gathering and sharing feedback with internal teams to influence product development and improve the customer experience
- Track and report on customer health metrics, adoption trends, and success outcomes
- Present stakeholder business reviews (QBRs) to clients to highlight achievements and align on future goals
Preferred Qualifications
- Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing
