Customer Success Professional (f/m/x)

[CJenke]

We are MAPEGY, a Berlin-based data intelligence company specializing in collecting, providing, and visualizing innovation and trend insights for decision-makers in business, academia, and the non-profit sector. Founded in 2012, we have grown independently to a team of over 20 data enthusiasts and are now providing our digital product solutions to more than ​50 of the world's most innovative companies including Mercedes-Benz, BMW, Bosch, LG, Mitsubishi Chemicals, and Sony.

We are looking for an experienced customer success professional who will ensure our customers receive massive sustainable value from our service and regularly engage, grow, and expand their MAPEGY relationship.

Customer Success Professional (f/m/x)

RESPONSIBILITIES

• Creating and improving CS processes to ensure excellent and scalable execution of the  customer success team 
• Performing post-sales activities for B2B customers through strong relationship-building and profound product knowledge, including customer onboarding (customization, training, and support) and workshops, webinars, and consulting projects to improve product usage
• Be accountable for the measurable improvement of customer NPS, retention, and operational efficiency
• Function as the customer advocate and provide internal feedback on how they can better serve their B2B customers across segments and industries
• Maintaining a deep understanding of the product and our offering to provide the most relevant features/functionality for clients' specific business needs. 
• Engaging in internal product discussions, translating B2B customer feedback into actionable insights and feature ideas.
• Increasing customer retention by establishing a scalable engagement rhythm 
• Tracking accounts to identify churn risk and work actively to eliminate that risk 
• Partnering with Marketing, Sales, and Product to increase the share of wallet for each customer
• Identifying opportunities to develop new training materials to ensure successful customer onboarding, adoption, supporting business-wide adoption

SKILLS & EXPERIENCE

• At least 2 years of experience in a B2B customer-facing organization, preferably a combined background of post-sales and sales experience
• Outstanding empathy for customers & passion for revenue and growth
• Track record of delivering value to large enterprises or complex customers 
• Ability to build influence through persuasion, negotiation, and consensus-building
• Analytical and process-oriented mindset, leveraging data to drive decisions
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills, good listening and communication skills, putting empathy first
• Fluency in English and a high level of German are a must
• Experience in managing people or teams is a plus
• Work permit for the EU

WHY US?

In 3 words: Fun, growth, and appreciation! 

A career at MAPEGY allows you to contribute to the sustainable development of enterprise organizations and helps facilitate positive change. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible, and inclusive work environment – apply now!

→ start@mapegy.com