Customer Success Manager at Mitratech

Title: Customer Success Manager

Location: Remote US

Job Description:

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm – join our global team and see why it’s so special to be a part of Mitratech!

Job Overview

The Customer Success Manager for Partner & Client Engagement will manage different projects and activities, with the goal of building channel partner productivity, overall health, and customer value. This role also supports revenue growth by working to reduce churn and listen for expansion.

The CSM will play a critical role in supporting Mineral Partner and Client Revenue efforts. They will collaborate cross-functionally with Customer Support, Account Management, HR Services, existing channel partners, and Marketing to bring the partner voice to our product strategy and roadmap. This role will require a high-level of passion, empathy, and knowledge to drive the adoption of Mineral while maximizing partner value. This will be delivered to existing partners/clients through targeted messaging, proactive outreach, partner/client reviews, enablement videos, coaching, and targeted training programs to promote continuous learning.

This role will be responsible for tracking customer value and outcomes through internal tools and resources. The ability to effectively manage time, advocacy, influence customers, and drive adoption is vital for success.

Essential Duties & Responsibilities:

• Responsible for the engagement, adoption, and promoting the value of Mineral.
• Serve as a point of contact and liaison for Mineral – including proactive partner/client outreach as needed.
• Assist with sales training across all product lines to channel partners as needed.
• Consult with partners/clients to identify product goals, resources, timelines, and set appropriate expectations.
• Participate in the development and delivery of trainings and webinars for partners/clients that increase overall adoption and engagement
• Advise partners and clients regarding new products and special customized solutions.
• Collaborate closely with Account Management team to support renewals and expansions.
• Develop strategic training videos and promotional materials, in coordination with Marketing, that can be used to drive adoption and value of all products and engagement programs.
• Collaborate with Account Managers on go-to-market strategies that increase adoption of our services and products
• Utilize Salesforce and other internal tools (Gainsight, Mineral) to ensure pertinent information is reaching the correct teams and workspaces
• Provide monthly updates on goals, adoption, value, and retention rates, and goal attainment.
• Construct and deliver Executive / Quarterly Business Reviews in partnership with your Account Manager.
• Attend industry events as needed
• Other duties as assigned

Core Competencies

• Persuasive Communication & Influencing Others: The ability to plan and deliver oral and written communications that impact and persuade the intended audience(s) as well as the ability to gain others’ support for ideas, proposals, projects, and solutions.
• Building Collaborative Relationships**: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
• Customer Orientation: The ability to demonstrate concern for satisfying one’s external and/or internal customers
• Analytical & Conceptual Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach and to find effective solutions by taking a holistic, abstract, or theoretical perspective.
• Takes Initiative: The ability to assess and initiate things independently.
• Results Orientation: The ability to focus on the desired result of one’s own or one’s unit’s work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Adaptability: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things

Requirements & Skills:

• A minimum of 3 years of Sales, Account Management, Customer Success experience, or other partner-facing role
• 2-3 years’ experience in, Client Success, Business Development, Management Consulting, or another client-facing role that includes both retention and client engagement
• Superior customer service, presentation, and customer management skills with the ability to focus on solutions
• Effective organizational skills with the ability to create clear & effective business processes
• Self-motivated professional with a strong work ethic and the ability to manage issues and projects to completion
• Ability to identify sales opportunities and strategically grow partnerships
• Demonstrated success in building strong relationships and creating win-win partnerships
• Effective communication and persuasion skills
• Experience with and desire for public speaking and presenting to small & large groups, both virtually and in person
• Proficient in Microsoft Office Suite, internet navigation, and online meeting delivery software i.e., WebEx, GoToMeeting, Zoom
• Experience with CRM (preferably Salesforce) and Gainsight

Education:

• High school diploma or equivalent

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.