Sr. Customer Onboarding Manager

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.

At Mitek, we believe that teams are stronger and more innovative when they have the range of opinions and perspectives that come from diversity. Very simply, we know that diversity is a foundational strength for our organization. A diverse workforce makes for stronger teams as a wider breadth of thinking and experience broadens the power of our collective mind. Building stronger teams is foundational to serving our customers comprehensively, innovating our products and solutions, and enabling more impactful decision-making across our business.

We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.

Mitek’s valued customers require guidance and management to achieve their desired technical, operational, and business outcomes. Our Customer Success team is seeking a Sr. 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 (Essential Responsibilities):

• 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'll Bring (Required Knowledge, Skills & Abilities):

• Skills and abilities typically associated with 5 or more years of experience working in an implementation or onboarding manager role with solid project management experience in cloud-based SaaS environments.
• Proven experience managing customers through challenging situations by finding solutions and work arounds.
• Excellent project management skills and familiarity with modern practices and methodologies.
• Experience navigating ambiguity with a self-starter mindset.
• Knowledgeable in API's, customer education/ training, and troubleshooting issues.
• Providing excellent, detailed feedback to Product teams to enhance the offerings.

What Would Be Nice (Preferred Knowledge, Skills & Abilities):

• Experience working in the financial industry or onboarding financial customers.
• Knowledgeable in Agile, Scrum, or Kanban methodologies.
• Working with productivity and CRM tools like Jira, Confluence Salesforce, Miro, and Catalyst.
• Ability to drill into reporting and dive into data analytics.

We take pride in enabling career growth in an environment of innovation and teamwork. Our commitment to all Mitekians is to do meaningful work that matters. Our culture is defined by delivering our best to our customers by providing high value solutions and impactful outcomes, by continuously challenging convention, and by caring for each other through collaboration and celebrating our successes. We are committed to creating competitive, equitable compensation & benefits programs and career development opportunities. 

Wellness: Universal, supplemental, and private healthcare plan choices based on country specifics 

Financial future: retirement/pension plan contributions, MTK stock plan participation

Income protection: life event & disability coverage 

Paid time off: generous annual leave, company holidays, volunteer time off 

Learning: e-learning license, tuition reimbursement, hackathons 

Home office setup allowance

Additional/optional benefits: pet insurance, identity theft protection, legal assistance 

We sincerely appreciate your interest in Mitek. We know your time is valuable and look forward to the potential of speaking with you further!