Sr 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. 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.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview : 

The Customer Success Manager (CSM) for Enterprise Carriers will manage different projects and activities, with the goal of building channel partner and client productivity specifically in our carrier space. CSMs drives customer’s overall health and retention, while supporting revenue growth and reducing churn.

The CSM has a critical role in supporting Mineral Enterprise Carrier Partners and their clients. They collaborate cross-functionally with Customer Support, Sales, Account Management, HR Services, existing channel partners and Marketing to bring the partner voice to our product strategy and roadmap. This role requires a high-level of aptitude, passion, empathy, and knowledge to drive the adoption of Mineral while maximizing partner and client utilization, retention, and outcomes. CSMs provide targeted messaging, proactive outreach, Executive Business Reviews, enablement videos, customer coaching, targeted training programs, success plans, and continuous learning. 

This role will be responsible for tracking the progress of your efforts through internal tools and resources.  Additionally, CSMs work to develop methods to enhance cooperation and productivity with our existing partners and their clients. Effectively managing time, objection handling, advocacy, analytical skills, and the ability to influence outcomes are vital for success in this position. 

Essential Duties & Responsibilities:

The essential functions include, but are not limited to the following:

• 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 

Core Competencies:

• Persuasive Communication & Influencing Others: The ability to plan and deliver oral and written communications that impact and persuade the intended audience(s) as well as the ability to gain others’ support for ideas, proposals, projects, and solutions.
• Building Collaborative Relationships**: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
• Customer Orientation: The ability to demonstrate concern for satisfying one’s external and/or internal customers.
• Analytical & Conceptual Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach and to find effective solutions by taking a holistic, abstract, or theoretical perspective