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MathWorks
Enterprise User Engagement Customer Success Specialist
Salesforce
Edtech.com's Summary
MathWorks is hiring an Enterprise User Engagement Customer Success Specialist. The role involves partnering with large strategic organizations to drive adoption and maximize the value of MathWorks' Enterprise License through user onboarding, engagement initiatives, and personalized support.
Highlights
- Drive user engagement across Enterprise accounts by onboarding new users and promoting effective use of MathWorks tools and training.
- Prospect within accounts to identify opportunities for expanding product usage and coordinating follow-up with Account Managers.
- Design and execute private customer events tailored to customer goals.
- Create tailored communications and personalized follow-up to guide customers along their adoption journey.
- Maintain accurate data in Salesforce to support coordinated account strategies.
- Analyze engagement effectiveness and improve processes based on data.
- Requires a bachelor's degree with 6 years experience, master's with 3 years, PhD, or equivalent.
- Strong customer relationship, communication, and time management skills required.
- Experience with CRM systems and B2B/high-tech environments preferred.
- Familiarity with MathWorks products is a plus.
- Salary range: $87,700 - $140,400.
Enterprise User Engagement Customer Success Specialist Full Description
Enterprise User Engagement Customer Success Specialist
- Team: Customer Success
- Location: US-MA-Natick
- Salary Range: $87,700 - $140,400
Job Summary
As an Enterprise User Engagement Customer Success Specialist (CSS), you will be an integral member of the Enterprise account team, partnering directly with a portfolio of large, strategically important organizations. Your focus will be to ensure customers achieve meaningful outcomes from their Enterprise License by deepening their adoption of MathWorks products and services and maximizing long‑term value.
In this role, you will drive user engagement across accounts and departments by helping end users onboard effectively, discover new capabilities and build sustainable usage through targeted communications, events, and personalized follow‑up. You will guide customers’ progress along their adoption journey and help strengthen long‑term relationships.
Responsibilities
- Identify and onboard new users to increase awareness of the Enterprise License and promote effective use of MathWorks tools and training.
- Proactively prospect within accounts to uncover opportunities for expanding product usage and training adoption. Engage and qualify existing contacts to identify additional needs and coordinate follow‑up with Account Managers.
- Design and execute private customer events in collaboration with the account team, ensuring they are well‑planned, promoted, and aligned with customer goals.
- Develop tailored customer communications that support user engagement, reinforce key messages, and help guide users along their adoption journey.
- Execute targeted follow‑up activities with users—such as training recommendations, and personalized guidance—based on customer workflows and needs.
- Maintain accurate customer and activity data in Salesforce ensuring visibility for cross‑functional teams and supporting coordinated enterprise account strategies.
- Measure the effectiveness of user engagement activities, analyze outcomes, and identify opportunities to improve processes, messaging, and customer impact.
Minimum Qualifications
- A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.
Additional Qualifications
- Strong customer relationship-building skills.
- Customer-facing experience, including prospecting and targeted outreach to users.
- Persuasive verbal and written communication skills with excellent telephone skills and a high level of attention to detail.
- Strong time management and prioritization skills.
- Ability to work well both independently and collaboratively within cross‑functional account teams.
- Ability to analyze data and feedback.
- Proficiency in customer relationship management systems.
- Experience working in a B2B, high-tech environment is a plus.
- Familiarity with MathWorks products and tools is a plus.
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