Senior Customer Success Manager

at  Mappedin

WHO WE ARE AND WHAT WE DO

Mappedin is a global leader in indoor mapping and spatial data management. Our innovative solutions power billions of square feet of indoor space and guide millions of people visiting malls, stadiums, offices, retail establishments, healthcare facilities, warehouses, colleges and universities, and more. Our cutting-edge technology enhances user experiences, optimizes indoor spaces, and strengthens public safety through advanced digital mapping.
We’re making indoor maps as commonplace as outdoor counterparts, and we are committed to creating user-friendly mapping tools for automated paper-to-digital floor plan conversion. Mappedin offers revolutionary ways to enable mapmakers to effortlessly map and share their indoor spaces. For more information about Mappedin, visit mappedin.com
Media: https://www.youtube.com/watch?v=Vo4JGRTqqAk

You enjoy using your expertise to act as an advisor to our customers. You have excellent communication skills, learn fast, are proactive, you are a natural leader and have strong attention to detail. You understand that delivering a consistent experience in all success, support, & training initiatives goes a long way in creating trust.

As a Senior Customer Success Manager, you will be reporting to the VP of Customer Operations, you will assume a leadership role in nurturing lifelong relationships with our expanding roster of Australia’s clientele. Your responsibilities will include to:

• Welcome and engage Mappedin customers at strategic and tactical levels, provide exceptional service and support, and champion on behalf of your customers to deliver a world class customer experience.
• Drive revenue from the customer base by increasing adoption, ensuring retention and increasing satisfaction of Mappedin suite of products.
• Define & deliver effective onboarding programs, coaching customers to become experts and Mappedin advocates.
• Uncover, qualify and hand-over to Sales opportunities for upsell and new feature add-ons across your customer portfolio.
• Support customer retention and renewals and, as needed, work with Sales and Finance on customized renewals and forms.
• Has created complex Success Plans for strategic accounts, developed and streamlined operational Playbooks and processes, assisted in developing best-practice training for the Customer Success team.
• Establish Customer Success Plans, defining shared goals, so customers achieve their objectives.
• In collaboration with our Product Teams, facilitate Customer meetings to encourage client engagement and involvement in all things Mappedin, being sure to best accommodate local time zones. This may require work outside of regular working hours.
• Measure, track and analyze KPIs (key performance indicators), report progress and optimize programs through innovative practices to drive adoption.
• Proactively monitor & mitigate risks and potential for customer churn.
• You are highly interested in learning about or already have experience in:
• Customer Success strategies, knowledge, and best practices
• Project management
• Account management methodologies
• Leading & managing key stakeholder relationships
• Training & Onboarding strategies
• Experience working with CAD files, floor plans, and 3D software an asset
• Illustrator / Design experience an asset