About the position
mParticle by Rokt is widely recognized as one of the leading customer data platforms, serving hundreds of global brands and helping them turn data to insights and insights to action. Built on top of end-to-end streaming architecture, we are committed to empowering businesses to deliver personalized and engaging experiences to their customers across all screens and devices. We believe that the opportunity to help teams activate insights from their customer data to deliver more relevant and adaptive experiences is more important than ever. In January 2025 mParticle merged with Rokt and became mParticle by Rokt. Together, our AI and ML-powered Rokt Brain and ecommerce Rokt Network will power more than 6.5 billion transactions, connecting 400 million customers across the world's leading companies. We are Rokt, a hyper-growth ecommerce leader. Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt's AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world's leading companies. We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation. At Rokt, we practice transparency in career paths and compensation. At Rokt, we believe in transparency, which is why we have a well-defined career ladder with transparent compensation and clear career paths based on competency and ability. Rokt'stars constantly strive to raise the bar, pushing the envelope of what is possible.
Responsibilities
- Build and maintain strong, trusted relationships with key stakeholders and decision-makers within strategic accounts.
- Act as the main point of contact and advocate for the customer.
- Partner with customers to understand their business goals and objectives, and develop tailored success plans that drive measurable outcomes.
- Provide expert guidance on the mParticle platform, helping customers maximize its value through use case enablement, best practices, and ongoing consultation.
- Collaborate with internal teams to develop and execute strategic account plans that align with customer goals and mParticle's business objectives.
- Identify and mitigate risks to account health, such as underutilization of the platform or misalignment of expectations.
- Work with the sales team to identify opportunities for expansion and renewal within accounts, ensuring customer satisfaction and retention.
- Serve as a customer advocate by gathering and sharing feedback with internal teams to influence product development and improve the customer experience.
- Track and report on customer health metrics, adoption trends, and success outcomes.
- Present stakeholder business reviews (QBRs) to clients to highlight achievements and align on future goals.
Requirements
- Minimum of 8 years customer-facing experience and minimum of 3 years supporting a global customer portfolio.
- Proven experience supporting customers on an enterprise level solution.
- Proven track record in a consulting role and customer-facing environment.
- Ability to leverage your business acumen to assess client needs and drive adoption.
- Industry experience is desired, with familiarity in mobile, data-driven marketing and SaaS solutions for marketing.
- Ability to set and execute on priorities within a fun and fast-paced environment.
- Expertise in leading meetings with strong presentation skills.
- Excellent collaborator, with the ability to engage across multiple teams to drive an outcome.
- Desire to be a key player within a strong team focused on exceeding client expectations.
Benefits
- Access to LevelUp! program for coaching, courses, and training.
- Equity in the company for all employees.
- Catered lunch every day and healthy snacks in the office.
- Gym membership covered by the company.
- Generous retirement plans including a 4% dollar-for-dollar 401K matching plan.
- Fully funded premium health insurance.
- Dog-friendly office.
- Extra leave including bonus annual leave and sabbatical leave.
- Opportunity to work with talented individuals.
- Flexibility to manage hours and work from anywhere for up to a week each quarter.
