Mad Mobile Is Hiring A Customer Success Associate

Join Mad Mobile, a trailblazer in revolutionizing retail and restaurant experiences with innovative solutions and a passionate team dedicated to shaping the future of customer engagement. 🚀

About the Role: Bilingual Customer Success Associate

Mad Mobile is seeking a dedicated Bilingual Customer Success Associate to own and nurture customer accounts, ensuring maximum engagement with CAKE. This role involves comprehensive support from onboarding to renewals, leveraging data analysis and thought leadership to foster customer success. If you're passionate about creating exceptional experiences and driving retail and restaurant innovation, this is your chance to make an impact!

Location

📍 Must be based in or willing to relocate to Tampa, FL. This is an in-office role.

⚠️ Candidates must be legally authorized to work in the United States (U.S. Citizens, Green Card holders, or valid EAD holders). Sponsorship is not available for this role.

In This Role, You Will

• Develop and maintain strong relationships with assigned customers, acting as their primary point of contact and trusted advisor.
• Oversee onboarding of new accounts to ensure successful implementation and ongoing success.
• Conduct regular check-ins and reviews to gauge satisfaction, address concerns, and gather feedback.
• Identify and escalate risks such as potential churn, and develop strategies to mitigate them.
• Monitor key performance metrics including customer satisfaction, usage, and renewal rates, proactively driving success.
• Understand customer business objectives and proactively identify opportunities for value-added solutions and upselling.
• Deliver training and create educational materials to maximize product value for customers.

What We're Looking For

• Proven experience in customer-facing roles such as customer success, account management, or sales.
• Excellent communication skills, able to build rapport across all levels.
• Strong problem-solving and analytical skills to address customer needs effectively.
• Industry knowledge and understanding of business processes and goals.
• Proficiency in CRM software and relevant tools.
• Self-motivated and results-oriented, able to manage multiple accounts independently.
• Team player with effective collaboration skills.
• Excellent organizational and time management skills to meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional experiences.

Requirements

• Bachelor's degree 🎓
• Fluency in Spanish 🗣️
• At least 2+ years in SaaS or comparable customer-facing roles (e.g., success, marketing, implementation, sales).
• Experience leading customer calls, delivering presentations, and answering questions.
• Skill in CRM and related tools.
• Strong organizational skills with an ability to prioritize tasks and meet deadlines.
• Customer-centric approach with a passion for delivering memorable experiences.

Preferred Qualifications

• Startup experience, particularly in B2B SaaS environments.
• Bachelor's degree in business, marketing, or related field (or equivalent experience).
• Experience with payment technology, retail, or restaurant industries is a plus.

Our Core Values 🌟

• Customer — We believe customers deserve the best from us every day.
• Accountability — We own our actions and make things happen.
• Teamwork — We win and have fun together.
• Innovation — We innovate, inspire, and ignite the future!
• Integrity — We are honest, ethical, and trustworthy.

Why Mad Mobile? 🎉

Mad Mobile is recognized as the #38 fastest-growing company in Florida and ranks #9 on the Tampa Bay Times Top 100 Workplace List. We are committed to fostering a vibrant culture, diversity, and a healthy work-life balance.

Employee Benefits 💼

• 100% company-paid medical, dental, and vision benefits for those on our HDHP plan. Family coverage is available at a discounted rate, with Mad Mobile covering 90% of the costs.
• Starting bonus of $1,000 (prorated based on start date) for HSA contributions.
• Robust "buy-up" plan, 60% covered by Mad Mobile.
• 401(k) plan with up to 6% employer match, fully vested from day one.
• Building the next generation of in-store experiences and incredible teams! 🎯

EEOC Statement

Mad Mobile is an equal opportunity employer. We do not discriminate based on race, color, creed, sex, sexual orientation, gender identity, age, religion, national origin, citizenship, disability, and other protected categories as per law.

⚠️ Headhunters and recruitment agencies are not authorized to submit resumes or CVs through this website or directly to managers. Mad Mobile does not accept unsolicited resumes and will not pay fees to third-party agencies without a signed agreement.