Strategic 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. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

Strategic 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 Strategic CSM 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 customers to maintain positive customer health and sentiment to facilitate growth opportunities (through multi-year renewals, annual price increases, and expansion opportunities, managed by the account manager assigned) within the customer base

Requirements & Skills:

• 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, Salesforce.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.