Strategic Customer Success Manager

3 weeks ago

Austin, Texas, United States Mitratech Full time
Job Title: 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 of Fortune 100 companies. 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.

We are seeking a Strategic Customer Success Manager to manage different projects and activities, with the goal of building channel partner productivity, overall health, and customer value. This role also supports revenue growth by working to reduce churn and listen for expansion.

Key Responsibilities:
  • Manage the engagement, adoption, and promoting the value of Mineral.
  • Serve as a point of contact and liaison for Mineral - including proactive partner/client outreach as needed.
  • Assist with sales training across all product lines to channel partners as needed.
  • Consult with partners/clients to identify product goals, resources, timelines, and set appropriate expectations.
  • Participate in the development and delivery of trainings and webinars for partners/clients that increase overall adoption and engagement
  • Advise partners and clients regarding new products and special customized solutions.
  • Collaborate closely with Account Management team to support renewals and expansions.
  • Develop strategic training videos and promotional materials, in coordination with Marketing, that can be used to drive adoption and value of all products and engagement programs.
  • Collaborate with Account Managers on go-to-market strategies that increase adoption of our services and products
  • Utilize Salesforce and other internal tools (Gainsight, Mineral) to ensure pertinent information is reaching the correct teams and workspaces
  • Provide monthly updates on goals, adoption, value, and retention rates, and goal attainment.
  • Construct and deliver Executive / Quarterly Business Reviews in partnership with your Account Manager.
  • Attend industry events as needed
Requirements & Skills:
  • A minimum of 3 years of Sales, Account Management, Customer Success experience, or other partner-facing role
  • 2-3 years' experience in Client Success, Business Development, Management Consulting, or another client-facing role that includes both retention and client engagement
  • Superior customer service, presentation, and customer management skills with the ability to focus on solutions
  • Effective organizational skills with the ability to create clear & effective business processes
  • Self-motivated professional with a strong work ethic and the ability to manage issues and projects to completion
  • Ability to identify sales opportunities and strategically grow partnerships
  • Demonstrated success in building strong relationships and creating win-win partnerships
  • Effective communication and persuasion skills
  • Experience with and desire for public speaking and presenting to small & large groups, both virtually and in person
  • Proficient in Microsoft Office Suite, internet navigation, and online meeting delivery software i.e., WebEx, GoToMeeting, Zoom
  • Experience with CRM (preferably Salesforce) and Gainsight
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
Perks:
  • Remote Work
  • Career Advancement & Professional Development Opportunities
  • Employee Recognition

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