Customer Onboarding Manager (Software/SaaS)

Mitek (NASDAQ: MITK) is a global leader in digital identity and digital fraud prevention. Our global platform and advanced identity verification technologies bridge the gap between the physical and digital world, providing our customers with new levels of control over their consumers’ experiences and making digital access faster and more secure than ever. Our solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning. Learn more at www.miteksystems.com.
Mitek’s valued customers require guidance and management to achieve their desired technical, operational, and business outcomes. Our Customer Success team is seeking a Customer Onboarding Manager to take ownership of our post-sales customer relationships to drive customers to reach those goals.
You will coordinate internal resources and work directly with our customers to project manage their implementation and onboarding. Your objective will be to manage a customer’s first 6 months with Mitek, delivering them to a state where they are successfully utilizing Mitek’s products in their production work stream.

What you'll do

• Responsible for guiding new customers from contract signing, through onboarding, to a point where they are successfully utilizing Mitek’s products.
• Be the Directly Responsible Individual (DRI) for speed and quality of each customer’s implementation, deployment, and optimization of Mitek products. This role will Project Manage a variety of other resources, but will own the project’s overall success.
• Customer Onboarding Manager is responsible for coordinating various technical, marketing, Product, and compliance teams within Mitek to facilitate the Customer’s desired technical and business outcomes.
• Implementing long and short term project plans shared between Mitek and enterprise customers.
• Developing and iterating customer onboarding strategy and methodology for enterprise customers across several verticals with the goal of minimizing onboarding time, and post-launch delays to growth.
• Communicate project status internally and externally, escalate when necessary, and develop risk mitigation strategies for any blockers.
• Properly manage escalations related to issues encountered during implementation and initial customer go live

What you bring

• Skills and abilities typically associated with 5 or more years of experience working in customer success roles in SaaS technology companies
• Proven experience managing customers (Customer Success, Account Management, etc)
• Excellent project management skills

Mitek is headquartered in San Diego, California, and employs more than 600 people worldwide with operations in the United States, Mexico, United Kingdom, France, Spain, and the Netherlands. Our subsidiaries include ID R&D and HooYu.
Virtual 1st is the way we work and is both a philosophy and a mindset for us. It assumes that we are all virtual and prompts us all to think with intention about our work environments and interactions with each other to assure equity of experience and input. For Mitek, it means engineering our policies, processes, systems, and behaviors to maximize our ability to be successful whether we are working from our homes or in an office. The future of work for Mitek is about flexibility and preference wherever and whenever we are working.
To learn more about Mitek, follow us on LinkedIn, Twitter and YouTube, and read Mitek’s latest blog posts here.
#LI-Remote#LI-TE1