Customer Success Manager

Customer Success Manager

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees' enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.

Customer Success Managers (CSMs) are trusted advisors to our clients. The role proactively focuses on client contact, training, and driving consistent use of Mitratech's standard process, support tools / documents, best practices webinars, and suggested solutions to business pain points. The Client Success Manager is the client's go-to point of contact during the entire client lifecycle and ensures our clients achieve success and increase their utilization of our applications.

As a CSM, you can expect to build a deep understanding of the use of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change overtime. You will work closely with varying other Mitratech roles as the client makes its way through the client lifecycle. This role does not require any specific sales targets to be met, although client retention and growth is the overall goal.

Please note : This position is open only to candidates currently residing in Mexico. Applications from outside of Mexico will not be considered.

Essential Duties & Responsibilities :

• Representing Mitratech to our clients through regular, positive, and professional communication
• Proactively driving end user adoption through product-focused meetings, tips and tricks, and user adoption check ins
• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure.
• Tracking and documenting clients' measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward
• Leading webinars, publishing knowledge base articles, and how-to videos customers and internally
• Conducting formal training classes for new users
• Maintaining regular cadence with sales and account management to communicate insights (positive / negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participate in Mitratech events, thought leadership materials and other activities
• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long term client needs, and advising on future client efforts.

Requirements & Qualifications :

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.