Strategic Customer Success

**Description**:
**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.

We are looking for an Strategic Customer Success & Solutions, APJ based in our Sydney Office.

Target total compensation ranges from $252,000 - $370,000, including a fixed annual salary of $160,000 - 205,000, with superannuation**,**an employee equity plan grant, and world-class benefits.

Your work will have an immense impact on mParticle by Rokt and our client’s success both in the pre-sales and post-sales environments. As the first mParticle by Rokt Strategic Customer Success & Solutions member in Sydney, we’re focused on finding a “five-tool player” that can accelerate our growth in the region as the technical pre-sales lead, as well as managing our existing customers through both a technical and value lens.

In this role, you’ll collaborate with enterprise prospects and customers as well as our partners to showcase the value of our industry-leading Intelligent Customer Data Platform (CDP) from pre-sales to post-sales. You’ll partner with the Sales team to identify customer needs, define solutions, and demonstrate how mParticle can drive measurable business outcomes. Then you will work with both functional and technical customer stakeholders to ensure our customers are successful in onboarding their first-party and third-party customer data using mParticle’s SDKs, APIs, and integrations with cutting-edge platforms across the analytics, attribution, marketing automation, and social media domains

You will have a high degree of freedom in your work, with support from the entire team, and you’ll interact with some of the best minds in data technology and marketing.

**About the role**:
Business Value Articulation
- Engage with customers to understand their objectives, challenges, and desired outcomes.
- Identify opportunities where mParticle can deliver measurable value and improve marketing effectiveness.

Customer Success
- Partner with customers to understand their business goals and objectives, and develop tailored success plans that drive measurable outcomes, such as reducing customer acquisition costs, increasing retention, or optimizing campaign performance.
- Identify and mitigate risks to account health, such as underutilization of the platform or misalignment of expectations. Escalate issues and coordinate internal resources as needed.
- 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.

Solution Design
- Lead the technical design process, mapping customer requirements to mParticle’s capabilities.
- Create tailored solutions aligned with customer goals, focusing on driving revenue growth, customer engagement, and marketing performance.
- Design and deliver Proof of Concepts (POCs) to showcase how mParticle achieves customers’ desired outcomes and accelerates deal cycles.

Pre-Sales Support (Technical)
- Collaborate with Sales to deliver value-based demonstrations,Proof-of-concepts, technical proposals, and solution architectures.
- Respond to RFPs to showcase how mParticle drives business outcomes.

Post-Sales Support (Technical)
- Project manage customers’ mP