Account Manager/Customer Success Manager (Remote) at Mitratech

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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 description

Overview

We are looking for a self-driven and entrepreneurial Account Manager/Customer Success Manager The CSM who possesses a passion for pushing and owns getting things done. CSM would liaise between customers and cross-functional internal teams in a proactive and timely manner to ensure successful adoption of Mitratechs offerings to customer needs. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that Mitratech's success continues in its upward trajectory.


Essential Functions:

  • Drive Customer Success Outcomes for assigned customers.
    • Increase renewal rates and reduce churn, drive adoption and expansion.
    • Expand our revenue in accounts assigned through cross-sell and up-sell
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores, Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
    • Map customer journey, Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey, identify opportunities for continuous improvement, Learn from best practices in industry
  • Manage Customer Success Activities
    • Renewals, Cross-sell / Up-sell. This role will have upsell targets from current customer base.
  • Measure Effectiveness of Customer Success
    • Track operational metrics for assigned customers, establish system for tracking metrics, Create cadence for review
  • Enhance Effectiveness and Efficiency Through Technology
    • Support systems, implement Customer marketing software or use salesforce the right way for CS
    • Reference and advocacy solutions, Customer Success Management platform

Metrics you will own

  • Product adoption and proliferation.
  • Target Segmentation based CS strategy.
  • The gross renewal rates.
  • Product usage / adoption metrics.
  • Deployment / Launches.
  • NPS and CSAT surveys.

Skills, Competencies, Knowledge

  • Communication Proficiency: Impeccable verbal, written and listening skills; ability to receive and convey information effectively with clients through all channels of communication.
  • Interpersonal Skills: Ability to clearly convey, persuade, and negotiate information and ideas to individuals or groups. Strong sense of customer empathy and customer-centrism.
  • Technical Capacity: Able to quickly learn product functionality and features when trained to knowledgeably speak with clients. You will ramp-up quickly, learning the technical details concerning how our software works and what problems it solves for our clients.
  • Collaboration Skills: Strong collaborative personality with the ability to tackle cross-functional assignments as needed.
  • Business skills: Must be independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive. Have a passion for problem solving and are goal-oriented.

Education + Experience

  • BA/BSC degree required.
  • Experience required 5+ years in SAAS or product-based startup.
  • Must have work experience in Immigration and/or travel industry
  • Must have relevant work experience helping enterprise companies leverage new technology.
  • Must have experience creating process work flows for automating manual processes.
  • Knowledge of usage data analytics with products like Pendo

NOTE:  Shift Timings :- 7 Pm to 4 Am IST

More Information on Mitratech
Mitratech operates in the HR Tech industry. The company is located in Austin, TX. Mitratech was founded in 1987. It has 813 total employees. To see all 27 open jobs at Mitratech, click here.
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