Customer Success Manager

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.

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!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

Job Overview 

The Customer Success Manager for Partner & 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.

The CSM 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.

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.

Essential Duties & Responsibilities:

• Responsible for 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.
• Advise partners and clients regarding new products and special customized solutions.
• Collaborate closely with Account Management team to support renewals and expansions.
• Participate in the development and delivery of training and webinars for partners/clients that increase overall adoption and engagement.
• 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.
• 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.
• Takes Initiative: The ability to assess and initiate things independently.
• Results Orientation: 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.
• Adaptability: Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things.

Requirements & Skills:

• A minimum of 3 years of Sales, Account Management, Customer Success experience, or other partner facing role
• 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 strong work ethic and ability to manage issues and projects to completion
• Ability to identify sales opportunities and strategically grow partnerships
• Demonstrated success in building strong relationships and create 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
• High school diploma or equivalent

Preferred Qualifications 

• 2-3 years experience in, Client Success, Business Development, Management Consulting, or another client-facing role that includes both retention and client engagement. Desirable: Prior Channel or Account Management Experience
• Experience with CRM (preferably Salesforce) and Gainsight

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.