mParticle is growing our Customer Success Team and is seeking a skilled Customer Success Engineer to join our team in New York.

This position will be responsible for providing customers with the guidance and support needed throughout the full lifecycle of implementation to ensure successful and most effective use of mParticle’s products. In addition, this person will be a leader in ensuring overall customer satisfaction with mParticle’s products and related services.

As a Customer Success Engineer, you will act as a trusted technical advisor to our clients to ensure they remain successful and realize the full value of their investment in our product.

Our clients include marketing and engineering functions for some of the largest apps in the world and our platform processes nearly one-third of the world’s smartphone traffic.If you are interested, here are some details to help you determine whether this is the right role for you.

Responsibilities

• Become a trusted expert in mParticle, our customer platforms & partner vendor functionality to provide effective operational guidance around these technologies.
• Oversee client service requests acting as a service delivery and escalation manager.
• Help partners in their day-to-day challenges as our customers’ go-to resource for troubleshooting technical issues and delivering innovative and scalable solutions to meet their business needs
• Build a client success and prioritization plan aligned to key performance indicators and objectives.
• Ensure accounts are updated on new product features and have developed a roadmap to implement.
• Educate clients on the value of the overall solution and encourage optimal utilization.
• Channel customers’ technical platform feedback to the mParticle product team. Assist in prioritizing product requirements and platform improvements by understanding and communicating customer needs.
• Develop best practice recommendations for mParticle customers based on product and vertical experience gained in the field

Desired Experience

• 3+ years of experience in a customer/client-facing role such as Customer Success Manager, Technical Account Manager or Sales Engineer
• Comfortable managing technical conversations with technical and non-technical people.
• Problem-solving skills around technical, product, and business questions.
• Ability to build great relationships with non-technical and highly technical customers
• Contribute to the success of a fast paced and growing organization

Nice to Haves

• Prior experience as an engineer, sales engineer or TAM
• Prior experience at a growth stage Internet/Software company
• Prior experience at a growth stage Internet/Software company
• Prior experience at one of our 100+ partners
• Capable of debugging web technologies such as Javascript
• Capable of debugging mobile app development for iOS or Android platform

About mParticle
Founded in 2013, mParticle is the leading customer data platform that unlocks the full power of data for businesses. The company empowers brands to accelerate their growth strategy to keep pace with their customers by providing the most advanced data platform for web and apps across all devices in the marketplace. A trusted partner among renowned brands such as Airbnb, Foursquare, King, and Spotify among many others, the mParticle platform has grown to manage over 1 billion mobile users each month, capturing over $5 billion in e-commerce transactions and processes over 250 billion API calls. Recognized as one of Crain’s 100 Best Places to Work in New York City and named to Gartner’s “Cool Vendors in Mobile App Development” list, mParticle has 85+ employees and is headquartered in New York City with offices in San Francisco, Seattle, Florida, and London.