Ever wondered what it’s like to be a Customer Success Manager at Mappedin? We sat down with Brent, one of our Senior Customer Success Managers to discuss his role, learn about what makes a great CSM, and discover the key to developing long-lasting relationships with customers.
Brent, thanks for chatting with me today. To start off, can you tell us about your current role at Mappedin?
I’m a Senior Customer Success Manager at Mappedin. After the Customer Delivery team ensures a successful implementation of our mapping solutions with one of our customers, the Customer Success team becomes the main point of contact. I focus on providing exceptional service and support to ensure the best experience for our customers.
My responsibilities include educating customers on our solutions to ensure they’re getting the most value out of our products, exploring additional products and features, resolving any problems they might have, getting customer feedback and insights, and doing renewals.
You recently got promoted to a Senior Customer Success Manager, congratulations! How has your journey at Mappedin been?
It’s been a great time! It’s crazy to think that it’s been only three and a half years since I started at Mappedin as a Customer Success Manager. Back then, our list of customers was pretty large, but now it’s like a night and day difference — our customer base has grown exponentially over the last few years. I’ve also enjoyed working on different processes and strategies that ultimately make our team better from a Customer Success standpoint.
What customers and locations are you currently working with?
I work with customers across a global scale. The locations I’m currently working with are Europe, North America, South America, the Middle East and Africa. Some of our customers include Macerich, Cadillac Fairview, Simon Property Group, McArthurGlen Group, and Sonae Sierra.
What’s your favourite part of the job?
What I like most about my role is interacting with our customers and our internal teams. I enjoy building long-term relationships with our customers and making sure that they’re getting the best experience with our products and solutions. I also enjoy working with so many different teams across the company, from Sales and Customer Delivery, to Dev and Product, to Finance.
What makes a great Customer Success Manager?
Focusing on the customer. It’s one of Mappedin’s company values, and it’s the foundation for customer loyalty and success. It helps you build those close long-term relationships.
You also need to have strong organizational skills and attention to detail because you’re constantly multitasking and communicating with different customers. You also never know what could come in from a customer, so you need to have strong problem-solving skills.
What do you think is the key to developing long-term customer relationships?
It really comes down to building trust from day one. Listening to the customer, advocating for them, solving their problems, and being their go-to person for all things Mappedin. You want to ensure that your customers are achieving the goals they were looking to achieve when purchasing your products.
What do you like most about working at Mappedin?
It would definitely be the team and the culture at Mappedin. I get to work with a wide variety of teams internally, and the interactions with each one are always positive. Everyone at Mappedin is approachable and we’re all working towards the same goal: making the indoors discoverable.
Interested in working with us? Check out our Careers Page for all open roles, or send an email to our recruitment team at careers@mappedin.ca.
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