Strategic Customer Success Manager
Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our customers. In other words, if you like people and technology, you'll fit right in.
Customer Success Managers (CSMs) are trusted advisors to our customers. The role proactively focuses on customer contact, training, and driving consistent use of Mitratech’s standard process, support tools/documents, best practices webinars, and suggested solutions to business pain points. The Customer Success Manager is the customer’s go-to point of contact during the entire customer lifecycle and ensures our customers achieve success and increase their utilization of our applications.
As a Strategic CSM, you can expect to build a deep understanding of the use of Mitratech industries and solutions to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change overtime. You will work closely with varying other Mitratech roles as the customer makes its way through the customer lifecycle. This role does not require any specific sales targets be met, although customer retention and growth is the overall goal.
Essential Duties & Responsibilities:
- Representing Mitratech to most strategic our customers through regular, positive, and professional communication
- Collaborating with cross-functional Mitratech teams to execute on daily customer needs, communicate long term needs, and advising on future customer efforts.
- Working with marketing to build strong customer advocacy through participating in Mitratech events, thought leadership materials and other activities
- Proactively driving end user adoption through product focused meetings, Industry thought leadership, and optimization efforts
- Tracking and documenting customers’ measurement(s) of success throughout the customer lifecycle and demonstrating value back to the customer as these goals are met (specifically conducting Mutual Success Plans for new and selected in journey customers as well as optimization sessions & efforts)
- Shepherding specified projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the customer side, to make sure that projects impacting customers’ success move forward
- Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall customer relationship and retention effort
- Managing and responding to product usage metrics and trends
- Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure.
Requirements & Qualifications:
- Desire to learn and become a subject matter expert in Mitratech solutions
- Ability to manage and execute on multiple, critical projects simultaneously while using your strong business acumen and ability to understand and articulate technical concepts and derive solutions to the customers’ problems
- Working knowledge of Google software suite, Salesfore.com, and Microsoft products, and willing and able to learn software quickly (no coding necessary)
- Ability to break down complex issues into constituent pieces and tackle them accordingly
- Excellent interpersonal and professional communication skills, especially over phone and during presentations
- Ability to “connect the dots” both internally and on behalf of your customers in order to get things done
- Excellent verbal and written communication skills
- Works well in a team environment, as well as independently
- Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
- Previous experience in a customer success role, including account management or business analysis is a plus
- Attention to detail with the ability to multi-task and strong organizational skills
- Self-motivated and able to work under pressure to deliver high-quality solutions
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.
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