Customer Success Manager

Summary

Join Mitratech's global team as a Customer Success Manager (CSM) and become a trusted advisor to our clients. Proactively engage with clients, providing training and support to ensure successful utilization of Mitratech's applications. Build a deep understanding of our products to enhance user onboarding and adoption. Manage a portfolio of renewals, aiming for expansion and collaboration with the sales team. Track client success metrics and demonstrate value. Collaborate with internal teams and clients to ensure project completion. Maintain regular communication with sales and account management, sharing insights to improve client relationships. This role focuses on client retention and growth, not sales targets.

Requirements

• Desire to learn and become a subject matter expert in Mitratech software products
• 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 clients’ 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 clients in order to get things done
• Excellent verbal and written English 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
• 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

Responsibilities

• Representing Mitratech to our clients through regular, positive, and professional communication
• Proactively driving end user adoption through product focused meetings, tips and tricks, and user adoption check ins
• 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
• Tracking and documenting clients’ measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward
• Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participate in Mitratech events, thought leadership materials and other activities
• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long term client needs, and advising on future client efforts

Preferred Qualifications

Previous experience in a client success role, including account management or business analysis is a plus