Customer Success

Solution Ambassador DACH

About Emplifi

The importance of exceptional customer experience (CX) has never been higher. Emplifi’s mission is simple: to empower brands with the insights they need to empathize with their customers, and amplify the right experiences across the customer journey. We do this by bringing together marketing, commerce, and customer service teams in one unified platform, giving brands everything they need to close the gaps in their social and digital experiences. Emplifi is on a high-growth trajectory, being valued at over $1B with unicorn status and trusted by over 7,000 global brands, including Fortune 500 companies. 


About the Customer Success Team

The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in. 

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.


Job Summary

As a Solution Ambassador, the individual will use in-depth product know-how, subject-matter expertise and project management skills to assist the regional clients base and the internal Customer Success Team. As the ultimate goal is the customers’ value realisation, the Solution Ambassador will be responsible for facilitating the full adoption of the client’s initial investment and driving accounts expansion through the acquisition of additional workflows and our platform new functions. Developing trusting relationships and engaging with different types of clients (from C-Level to Practitioners) to gather pertinent information will be essential in this position.


What You’ll Do Here

  • Plan and execute strategic touchpoints as a trusted advisor and subject matter expert.
  • Position Emplifi CX Cloud solutions and speaking to clients’ core challenges and business goals. Build and maintain an excellent relationship with current clients.
  • Map and create multiple conversations and opportunities with different budget holders within an organization and across various departments.
  • Represent the customer with day-to-day contact at Emplifi and act as a product expert for the entire suite of Emplifi CX Cloud products.
  • Communicate your expert product knowledge and continuous innovations into a winning strategy to proactively engage clients around value.
  • Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap.
  • Strive for success across key indicators for CSM, which are exceptional Retention (Renewals), Net Retention (Renewals + Upsells) and adoption of the Emplifi CX Cloud solutions.
  • Coordinate with the adoption team and leverage resources with client’s success in mind.
  • Proactively work on creating custom insight reports and projects through collaboration with the Emplifi Client Value Adoption team.
  • Deliver value propositions, product demonstrations and create materials and resources to support those efforts.
  • Take a consultative approach to guide users through their customer lifecycle, surfacing new products, ideas and innovations.
  • Strategic initiatives to drive product adoption, growth and innovations - acting as the product advocate internally and externally.

What You’ll Bring to Us

  • 3+ years of social media, digital marketing or CX solution design/consulting operating within web technologies, SaaS, online media or innovative online product environment
  • Strong sales instinct with excellent presentation skills
  • MarTech expertise and technical acumen to grasp a complex product
  • Native-like level of German language and fluent English on a business level are required; additional language is an advantage
  • Strong public speaking skills and ability to coordinate multiple stakeholders
  • Consultative data-driven approach and persistence when expanding within the client’s organization
  • Great work ethic and competitive drive to be the best
  • Active listening, empathy, persuasion skills

What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility 
  • Opportunity for professional growth and development 
  • Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
  • Close collaboration across a great local team in the DACH region
  • Great benefits package including generous holiday allowance
  • There’s more as well! Speak with us to find out all details!
Solution Ambassador DACH
Customer Success
Berlin, Munich
Employment Type:
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