Customer Success Manager

Summary

Join Mitratech's global team as a Customer Success Manager (CSM) for Enterprise Carriers, focusing on building channel partner and client productivity. You will drive customer health and retention, support revenue growth, and reduce churn. Collaborate with various teams to incorporate partner feedback into product strategy. This role requires strong communication, analytical, and project management skills to maximize partner and client utilization. You will track progress, develop methods to enhance cooperation, and effectively manage time and objections. Mitratech offers a supportive and inclusive work culture with opportunities for professional development.

Requirements

• 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)

Responsibilities

• 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

Benefits

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