Strategic Customer Success Manager

Summary

Join Mitratech as a Strategic Customer Success Manager (CSM) and become a trusted advisor to our most strategic customers. You will proactively engage with customers, providing training and support to ensure successful utilization of our applications. This role involves collaborating with cross-functional teams, driving user adoption, and tracking customer success metrics. You will also manage a portfolio of renewals, seeking opportunities for expansion. The ideal candidate possesses strong communication, problem-solving, and organizational skills, along with experience in a customer success or account management role. This position focuses on customer retention and growth, without specific sales targets.

Requirements

• 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
• 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 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

Preferred Qualifications

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