Sr Customer Success Manager

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 (CSM) for Enterprise Carriers will manage different projects and activities, with the goal of building channel partner and client productivity specifically in our carrier space. CSMs drives customer’s overall health and retention, while supporting revenue growth and reducing churn.

The CSM has a critical role in supporting Mineral Enterprise Carrier Partners and their clients. They collaborate cross-functionally with Customer Support, Sales, Account Management, HR Services, existing channel partners and Marketing to bring the partner voice to our product strategy and roadmap. This role requires a high-level of aptitude, passion, empathy, and knowledge to drive the adoption of Mineral while maximizing partner and client utilization, retention, and outcomes. CSMs provide targeted messaging, proactive outreach, Executive Business Reviews, enablement videos, customer coaching, targeted training programs, success plans, and continuous learning. 

This role will be responsible for tracking the progress of your efforts through internal tools and resources.  Additionally, CSMs work to develop methods to enhance cooperation and productivity with our existing partners and their clients. Effectively managing time, objection handling, advocacy, analytical skills, and the ability to influence outcomes are vital for success in this position. 

Essential Duties & Responsibilities:

The essential functions include, but are not limited to the following:

• Responsible for the engagement, best practices, methodologies, and retention
• Serve as point of contact and liaison for Enterprise accounts
• Provide customer trainings across all product lines to channel partners/clients as needed 
• Consult with partners/clients to identify product goals, resources, and timelines
• Set appropriate expectations and advise partners and clients
• Collaborate with Account Managers to support account renewals and growth. 
• Collaborate with Marketing to develop training videos that drive product adoption
• Assist in developing best practices and methodologies for partner and client offerings
• Develop and deliver trainings that increase adoption, engagement, and outcomes
• Leverage tools, resources, and internal collaboration for proactive, regular communication
• Collaborate on go-to-market strategies that increase adoption of our services and products
• Track, document, and communicate account information leveraging the provided tools
• Provide regular updates on goals, milestones, adoption, and retention rates
• Assist in developing Executive Business Reviews and Join Impact Plans
• 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.

Requirements & Skills:

• 5+ years of Customer Success or Account Management experience 
• Superior customer service, presentation, and management skills with the ability to focus on solutions
• Exceptional organizational and project management skills
• Able to create clear business processes and execute
• Self-motivated professional with strong work ethic and ability to manage issues
• Ability to identify sales opportunities and strategically grow partnerships 
• Outstanding communication and persuasion skills
• Experience in public speaking and presenting to large groups, both virtually and in person
• Proficient in Microsoft Office Suite, internet navigation, and online meeting delivery software
• Ability to explore ways to improve and promote quality, accuracy, and thoroughness
• Analyze and story tell with data
• Desire to build strong relationships and create win-win partnerships
• Experience with CRM (preferably Salesforce and Gainsight) 

Education:                         

• Education Requirements

Compensation: 

Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements.

We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay: $85,000 Annually USD + 25% variable compensation. 

Total compensation includes US employee benefits, and annual bonus eligibility.

Benefits we offer:

• Health, Dental & Vision Insurance
• 401k + Employer Match
• PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks we offer:

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition

The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to volume of qualified applicants.

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.