Senior Account Manager, Mixpanel ID-12532

Who you are

Desirable

  • Experience managing relationships with high-growth tech companies
  • Experience with Mixpanel or another analytics tool (eg. Amplitude, Google Analytics, Adobe Analytics)
  • Experience in a technical customer-facing role (Support Engineer / Customer Success Manager / Sales Engineer / Solutions Architect)
  • Record of over-performing quota consistently
  • Experience scaling a successful B2B SaaS company

What the job involves

  • Our Account teams manage the full post-sales lifecycle, helping existing customers leverage Mixpanel to analyze, measure, and improve their products
  • The Mixpanel team that manages the lifecycle of our top Strategic accounts consists of two roles:
  • Account Managers are initially responsible for nurturing and driving adoption & utilization in an account, and then expanding our existing footprint
  • They focus on value realization, executive relationships, renewals, and strategic expansions
  • They identify new business units or teams who could get value from Mixpanel, navigate to decision-makers in those groups, then run the sales motion to land those expansion opportunities
  • Customer Success Architects work with the AM to implement and onboard customers across a shared book of business, driving adoption and utilization and organically growing our most strategic accounts
  • They are usually the primary technical contact and interact with customer users and stakeholders daily to ensure they are leveraging Mixpanel to the fullest
  • The CSA also often acts as a connection point to Mixpanel’s Product and Engineering teams who support our largest customers
  • The Senior Account Manager is responsible for supporting implementation, onboarding, adoption, utilization, renewal, and expansion activities in Mixpanel’s top accounts
  • This includes being responsible for the overall health of a customer, ensuring they are getting value from Mixpanel, and being the primary relationship lead for senior stakeholders
  • They are ultimately responsible for making sure customers in their portfolio are constantly learning from their data and extracting value out of their investment with Mixpanel, then strategically expanding Mixpanel’s footprint within the organization or to other subsidiary companies
  • The role blends commercial experience (renewal & expansion responsibilities) with technical savvy (product adoption) to bring value to enterprise customers
  • The Senior/Strategic Account Manager will identify and drive relationships with Senior/VP-level buyers and will bring deep knowledge and expertise on relevant trends
  • They are seen as a valued advisor, comfortable creating presentations and presenting to C-level audiences and driving strategic conversations around their investment in Mixpanel
  • They are highly organized, attuned to the customers’ needs, and able to oversee complex projects and prioritize requests
  • Strategic Account Planning: Own the creation, iteration, and execution of strategic account plans for each account. Continuously drive alignment between customer success plans and overall business goals
  • Primary Point of Contact: Act as the primary point of contact for all aspects of the account, both internally and externally, serving as the quarterback for account management
  • Onboarding & Adoption: Work with the CSA to guide new customers through the onboarding process, ensuring they understand Mixpanel's features and are set up for success. Provide ongoing training, support, and best practices to drive product adoption
  • Customer Advocacy: Gather customer feedback and share it with internal teams to influence product improvements and enhancements, ensuring customers' needs are met
  • Data Analysis & Forecasting: Utilize Mixpanel and other data sources to analyze customer behavior, forecast future trends, and identify areas for improvement. Collaborate cross-functionally with internal teams (Sales Engineering, Professional Services, Product, Marketing, Legal) to enhance account success
  • Churn Prevention: Identify at-risk customers early and address concerns proactively to prevent churn, ensuring customer satisfaction and long-term engagement
  • Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and advocate. Facilitate executive alignment with involvement from Executive Sponsors to drive long-term success
  • Value Realization & Growth: Proactively identify opportunities for customers to extract more value from Mixpanel, helping them expand usage, achieve business objectives, and identify upsell and cross-sell opportunities
  • Business Monitoring & Insights: Constantly monitor customer businesses and their industries to understand potential opportunities or threats, aligning business reviews with customer initiatives. Use insights to provide strategic guidance and consult on Mixpanel’s place in the analytics market
  • Expansion & Renewal Management: Identify, qualify, and manage expansion opportunities while overseeing end-to-end renewal negotiations. Ensure consistent revenue growth through opportunistic upsells and retention efforts
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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