Enterprise Customer Success Manager
MikMak is seeking a highly motivated, growth-focused, and results-driven Enterprise Customer Success Manager to engage, enable and retain a portfolio of MikMak brands and major publishers.. This role is focused on ensuring that brands and publishers receive maximum business value from their MikMak services. The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for MikMak through potential new areas of customer value.
ABOUT THE ROLE
- Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale
- Act as a solution consultant by understanding the customer’s business drivers and tailoring your go-forward recommendations on how to leverage MikMak’s platform to achieve maximum business value
- Responsible for the adoption of all products and forecasting risk where adoption is missing
- Recommends and carries out joint strategic success plans with their portfolio of customers
- Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future
- Captures customer product feedback and enhancement requests metrics and KPIs and documents them in Salesforce
- Ensure customer satisfaction through a mix of timely proactive and reactive outreach activities
- Share Customer Success stories to inspire marketing content and sales materials in a way that fosters company-wide understanding of Customer Value
- Work in tandem with marketing, sales, customer success and other cross-functional departments to promote publisher programs and drive up brand awareness and adoption.
WHO YOU ARE
- 4+ years partnering with a Retail Brand or Publisher as a Customer Success Manager, Brand Consultant, Media Buyer, Media Planner or equivalent within an agency or a MarTech SaaS organization.
- Demonstrable knowledge within the Retail industry. CPG and Publisher experience is a plus.
- Proven track record of driving measurable customer outcomes & KPIs.
- Comfort handling a high volume of new and existing customers and are open to fluctuation.
- Experience navigating complex client relationships with multiple stakeholders across differing levels of seniority.
- Exceptional communicator and compelling presenter with experience presenting to senior level executives.
- Analytically savvy, with experience in data storytelling and delivering insights to support value demonstration & competitive differentiation.
- Comfortable working in Google Slides & Sheets.
- Able to travel to customer meetings & support customers in the US
- Worked cross-functionally with account executives, support, implementation, product and marketing peers.
Salary- $100-120K base plus variable
At MikMak, we value team members who are passionate and enthusiastic about what we're building here. We believe there is no "perfect" candidate, and want to encourage applying even if all the requirements listed aren’t met.
WHY MIKMAK?
- Great Medical, Dental, Vision, and Life insurance options for MikMak employees + dependents (Company covering 90-100% of all plans)
- Flexible Time Off and Health Days
- Competitive Parental Leave Policy
- 401k with company matching
- Monthly utilities stipend
- Wellness stipend
WHO WE ARE
MikMak is the leading platform for eCommerce acceleration for multichannel brands, and provides analytics and eCommerce enablement software to help product manufacturers and CPG companies understand their consumers' online behavior, determine the best use of marketing dollars, and drive online sales.
The flagship product, MikMak Insights improves marketing effectiveness, drives market share over competitors, and strengthens a brand's positioning with retailers. The MikMak Commerce product enables brands to create shopping experiences connected to 2000+ online retailers and streamline the path-to-purchase from any media, ad, or website.
MikMak's investors include Wavecrest Growth Partners, VaynerMedia, Luminari Capital, SLOW Ventures, UTA Ventures, Brave Ventures, Lunch Partners, Madrona Venture Group, Bazaarvoice founder Brett Hurt, Hooklogic founder/CEO Jonathan Opdyke and founding CRO John Roswech, Foursquare CEO David Shim, and Kargo CEO Harry Kargman.
A note to our applicants
MikMak is proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. Each individual at MikMak brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates a more innovative environment and helps us all grow and learn as individuals.
To support MikMak’s commitment to provide a healthy and safe work environment, we require all of our team members to be fully vaccinated against COVID-19 to enter any of our physical work locations. In accordance with law, accommodations may be available in specific circumstances, including religious beliefs and medical conditions.
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MikMak is on the lookout for an enthusiastic Enterprise Customer Success Manager to join our team based in New City, New York! This is an exciting opportunity for someone who thrives on building relationships and adding real value for our customers, specifically brands and major publishers. As our Enterprise Customer Success Manager, you'll be the guiding star for our clients throughout their journey, helping them maximize the benefits of our platform. Your role will involve understanding their unique business drivers, recommending tailored solutions, and ensuring they realize significant value from MikMak’s services. You will champion customer adoption, manage risks when adoption is lagging, and work closely with various departments to push programs like publisher initiatives, ultimately elevating brand awareness. Reporting on progress, sharing success stories, and gathering customer insights are key parts of your job. Ideally, you'd come with over four years of experience in customer success or related roles within retail or media, and be comfortable navigating complex client landscapes. We’re looking for someone who is an exceptional communicator and can present compelling insights to diverse audiences. With a supportive environment, great benefits, and plenty of opportunities to grow, being a part of MikMak means you're in for more than just a job; you’re helping redefine the eCommerce landscape. We can’t wait to see what you bring to the table!
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MikMak is the leading platform for eCommerce acceleration for multichannel brands, and provides analytics and eCommerce enablement software to help product manufacturers and CPG companies understand their consumers’ online behavior, determine the...
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