Customer Success Consultant, Adspert

Job Description

Job Description:

Mirakl acquired Adspert in December 2024, an innovative AI-driven marketplace ad optimization solution that helps Amazon sellers (as well as a number of additional channels) optimize ad campaigns automatically, driving sales growth while improving profitability. Headquartered in Berlin, Adspert’s customer base is largely based in Europe, and this role is part of a broader strategic initiative to enhance client experience and retention as we expand globally.

Your Impact:

As a Client Success Consultant, you will be responsible for driving client retention, satisfaction, and advocacy. You will engage proactively with clients to understand their needs and objectives, develop tailored success plans, and ensure clients are leveraging the full value of Adspert’s platform. Your ability to foster trust, gather and communicate client feedback, and act as the Voice of the Customer will be crucial to our continued growth and success.

What You’ll Do at Mirakl:

• Serve as the primary point of contact for assigned clients throughout the entire customer lifecycle, building strong and trusted relationships from onboarding onward
• Proactively engage with clients to understand their business objectives, challenges, and needs
• Develop and execute tailored success plans that maximize value for clients and align with their goals
• Advocate for clients internally, gathering and communicating feedback to improve client outcomes and the overall customer experience
• Conduct regular check-ins and business reviews (virtual/in-person, including annual reviews with C-level stakeholders) to ensure optimal platform utilization and address any issues
• Foster a referral culture by delivering outstanding client experiences and encouraging clients to share positive feedback
• Collaborate with internal teams (Support, Product, Product Marketing, Sales, etc.) to continuously enhance the client experience
• Provide insights and recommendations to the Client Success team to drive continuous improvement of processes and best practices

Qualifications:

• Bachelor’s degree or equivalent practical experience
• Experience in a client-facing, client-centric role (Customer Success, Account Management, or similar)
• Exceptional communication skills, with a balance of professionalism, empathy, and enthusiasm
• Proven ability to build trust and deep relationships with clients at all levels, from practitioners to C-level executives
• Strong listening skills and a problem-solving mindset, with the ability to prioritize and work independently
• Highly organized with strong attention to detail
• Analytical mindset with the ability to interpret data and provide actionable insights
• Good understanding of Software-as-a-Service (SaaS) tools and business models
• Commitment to continuous improvement and contributing to the success of the Client Success team