Technical Customer Success Manager, EMEA

About mParticle:

mParticle is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data into insights and insights into action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more personalized and adaptive experiences is more important than ever.

We at mParticle choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing, and keeping the best talent. Employment opportunities are available to all applicants regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the role:

mParticle is looking for an experienced Technical Customer Success Manager to work with our top-tier Enterprise customer base, including 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 is comfortable 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 customer’s 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.

The Successful candidate will:

• Act as the 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 the 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.

Is this opportunity right for you? We are looking for candidates who have:

• 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 SDKs 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 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.

Perks & Benefits

• We offer a holistic benefits package that includes comprehensive health care coverage, encompassing medical, dental, and vision, fully covered by the company for employees enrolled in our baseline plan. Additionally, we extend cost-effective sharing options for dependents, ensuring accessibility to necessary care for you and your loved ones while maintaining affordability for all. Our commitment to well-being also includes Mental health resources through Modern Health and pet insurance for our furry friends.

• A truly adaptable work setting with flexible time off, 11 paid company holidays, and quarterly mental health reboot days in a 100% remote environment. 

• An ownership culture where individuals receive stock options and can fully participate in mParticle’s success.

• 100% fully paid parental leave for all employees (12 weeks for the birth parent & 6 weeks for the non-birth parent) and real encouragement to take that time to bond as a family

• Remote work allowance to ensure you’re fully set up for success

The US base salary range for this full-time position is £69,000-£94,000 based on location and level of experience + 25% target variable + equity + benefits.

PLEASE NOTE: Our hiring team will only ever reach out to you via an @mparticle.com email address. Any website purporting to be mParticle that isn't hosted at mparticle.com or a subdomain is phishing or a scam. If you believe you've been targeted with a phishing attack centered around a job at mParticle, please contact us at security@mparticle.com