Customer Success Manager

<p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">At Mitratech, we are a team of innovators 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.</span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">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!</span></p> <p style="padding: 0px; margin: 0px; font-family: Satoshi, 'Satoshi Fallback'; border: 0px; font-size: 14px; vertical-align: baseline; overflow-wrap: break-word; color: rgb(71, 77, 106); font-style: normal; font-weight: 500; letter-spacing: normal; text-align: start; word-spacing: 0px; white-space: normal; background-color: rgb(255, 255, 255);"><span style="text-decoration: underline; font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="color: rgb(0, 0, 0); text-decoration: underline;"><strong><em>Due to business and compliance requirements, this position is open only to candidates residing in&nbsp;</em><span class="tvm-operation__underline">MEXICO</span><em>. Applications from candidates located outside this region will not be reviewed.</em></strong></span></span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Job Overview&nbsp;</strong></span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">The <strong>Customer Success Manager</strong> for Partner &amp; Client Engagement will 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.</span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">The <strong>CSM</strong> will play a critical role in supporting Mineral Partner and Client Revenue efforts. They will collaborate cross-functionally with Customer Support, Account Management, HR Services, existing channel partners, and Marketing to bring the partner voice to our product strategy and roadmap. This role will require a high-level of passion, empathy, and knowledge to drive the adoption of Mineral while maximizing partner value. This will be delivered to existing partners/clients through targeted messaging, proactive outreach, partner/client reviews, enablement videos, coaching, and targeted training programs to promote continuous learning.</span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">This role will be responsible for tracking customer value and outcomes through internal tools and resources. The ability to effectively manage time, advocate, influence customers, and drive adoption is vital for success.</span></p> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Essential Duties &amp; Responsibilities</strong>:</span></p> <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Responsible for the engagement, adoption, and promoting the value of Mineral.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Serve as a point of contact and liaison for Mineral – including proactive partner/client outreach as needed.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Assist with sales training across all product lines to channel partners as needed.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Consult with partners/clients to identify product goals, resources, timelines, and set appropriate expectations.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Advise partners and clients regarding new products and special customized solutions.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Collaborate closely with Account Management team to support renewals and expansions.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Participate in the development and delivery of training and webinars for partners/clients that increase overall adoption and engagement.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Collaborate with Account Managers on go-to-market strategies that increase adoption of our services and products.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Utilize Salesforce and other internal tools (Gainsight, Mineral) to ensure pertinent information is reaching the correct teams and workspaces</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Provide monthly updates on goals, adoption, value, and retention rates, and goal attainment.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Attend industry events as needed.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Other duties as assigned</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Core Competencies&nbsp;</strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Persuasive Communication &amp; Influencing Others:</strong> 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.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Building Collaborative Relationships**:</strong> The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Customer Orientation: </strong>The ability to demonstrate concern for satisfying one’s external and/or internal customers.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Analytical &amp; Conceptual Thinking: </strong>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.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Takes Initiative: </strong>The ability to assess and initiate things independently.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Results Orientation:</strong> The ability to focus on the desired result of one’s own or one’s unit’s work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Adaptability:</strong> Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Requirements &amp; Skills:</strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">A minimum of 3 years of Sales, Account Management, Customer Success experience, or other partner facing role</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Superior customer service, presentation, and customer management skills with the ability to focus on solutions</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Effective organizational skills with the ability to create clear &amp; effective business processes</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Self-motivated professional with strong work ethic and ability to manage issues and projects to completion</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Ability to identify sales opportunities and strategically grow partnerships</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Demonstrated success in building strong relationships and create win-win partnerships</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Effective communication and persuasion skills</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with and desire for public speaking and presenting to small &amp; large groups, both virtually and in person</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Proficient in Microsoft Office Suite, internet navigation, and online meeting delivery software i.e., WebEx, GoToMeeting, Zoom</span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">High school diploma or equivalent</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong>Preferred Qualifications&nbsp; </strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">2-3 years experience in, Client Success, Business Development, Management Consulting, or another client-facing role that includes both retention and client engagement. <em>Desirable: Prior Channel or Account Management Experience</em></span></li> <li style="font-family: 'times new roman', times, serif; font-size: 12pt;"><span style="font-family: 'times new roman', times, serif; font-size: 12pt;">Experience with CRM (preferably Salesforce) and Gainsight</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif; font-size: 12pt;"><strong style="padding: 0px; margin: 0px; border: 0px; vertical-align: baseline; overflow-wrap: break-word; color: var(--n800); font-style: normal; letter-spacing: normal; text-align: start; word-spacing: 0px; white-space: normal; background-color: rgb(255, 255, 255);"><em style="padding: 0px; margin: 0px; border: 0px; vertical-align: baseline; overflow-wrap: break-word;">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.</em></strong></span></p>