Mad Mobile · 3 months ago
Customer Success Associate - Bilingual (Spanish)
Tampa, FL, US
Full-time
Onsite
Entry, Mid Level
2+ years expMad Mobile is a leading innovator in retail and restaurant experiences, empowering customers to engage with brands seamlessly. The Bilingual Customer Success Associate will manage customer accounts, ensuring successful implementation and ongoing satisfaction while providing proactive support and identifying upsell opportunities.
Enterprise ApplicationsPoint of SaleRestaurantsRetail TechnologySaaS
Responsibilities
Develop and maintain relationships with assigned customers, acting as their primary point of contact and trusted advisor
Oversee the onboarding of new accounts and ensure a successful implementation for the lifetime of each account
Conduct regular check-ins and reviews with customers to assess their satisfaction, address any issues or concerns, and gather feedback
Identify and escalate potential customer risks or churn indicators and develop strategies to mitigate them
Monitor key performance metrics, such as customer satisfaction, usage patterns, and renewal rates, and take proactive measures to drive customer success and retention
Understand customers' business objectives, challenges, and requirements to proactively identify opportunities for value-added solutions and upsell opportunities
Develop and deliver training and educational materials to help customers maximize the value of the company's products or services
Qualification
Required
Proven experience in a customer-facing role, such as customer success, account management, or sales
Excellent interpersonal and communication skills, with the ability to build rapport and credibility with customers at all levels
Strong problem-solving and analytical abilities to identify and address customer needs effectively
Knowledge of the industry and the ability to understand customers' business processes and goals
Proficiency in using customer relationship management (CRM) software and other relevant tools
Self-motivated and results-oriented, with the ability to work independently and manage multiple customer accounts simultaneously
Demonstrated ability to collaborate and work effectively in a team environment
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines
Customer-focused mindset with a passion for delivering exceptional customer experiences
Bachelor's degree
2+ years of experience in SaaS in customer-facing roles (e.g., customer success, marketing, product implementation, sales, professional services, etc.)
Experience delivering presentations, leading customer calls, and fielding customer questions
Proficiency in using customer relationship management (CRM) software and other relevant tools
Proven organizational and time management skills, with the ability to prioritize tasks and meet deadlines
Customer-focused mindset with a passion for delivering exceptional customer experiences
Preferred
Startup experience, especially in a B2B SaaS environment
Bachelor's degree in business administration, marketing, or a related field (or equivalent experience)
Payment technology, restaurant and retail industry experience preferred
Benefits
100% company-paid benefits for medical, dental, and vision sound for our employees who choose our HDHP plan
90% of the family plan costs covered
$1000 (prorated based on start date) for your HSA
Robust 'buy-up' plan that is 60% covered by Mad Mobile
401(k) and matching contribution (up to 6%, fully vested on day one)
Company
Mad Mobile
Mad Mobile’s connected commerce platform revolutionizes digital and mobile experiences for global restaurants and retailers.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$150MKey Investors
Eastward Capital Partners
2024-06-11Debt Financing· $50M
2022-12-27Debt Financing· $100M
Leadership Team
Bruce Bennett
CEO - Founder
T
Thomas Lichtwerch
VP of Sales
Recent News
2024-06-05
Crain's Detroit Business
2024-05-05
Company data provided by crunchbase