Representing Mitratech to our most strategic customers through regular, positive, and professional communication
Collaborating with cross-functional Mitratech teams to execute on daily customer needs, communicate long-term needs, and advising on future customer efforts.
Working with marketing to build strong customer advocacy through participating in Mitratech events, thought leadership materials and other activities
Proactively driving end-user adoption through product-focused meetings, industry thought leadership, and optimization efforts
Deep understanding of how our customers use our solutions, to recommend best practices and help customers turn these into ROI
Tracking and documenting customers’ measurement(s) of success throughout the customer lifecycle and demonstrating value back to the customer as these goals are met (specifically conducting Mutual Success Plans for new and selected in journey customers as well as optimization sessions & efforts)
Shepherding specified projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the customer side, to make sure that projects impacting customers’ success move forward
Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall customer relationship and retention effort
Managing and responding to product usage metrics and trends

Desire to learn and become a subject matter expert in Mitratech solutions – a background in support, or more technical support focused spaces is a plus – although coding and development work are not a part of this role
Ability to manage and execute on multiple, critical projects simultaneously while using your strong business acumen and ability to understand and articulate technical concepts and derive solutions to the customers’ problems
Working knowledge of Google software suite, Salesforce.com, and Microsoft products, and willing and able to learn software quickly (no coding necessary)
Ability to break down complex issues into constituent pieces and tackle them accordingly
Excellent interpersonal and professional communication skills, especially over the phone and during presentations
Ability to “connect the dots” both internally and on behalf of your customers in order to get things done
Excellent English verbal and written communication skills
Works well in a team environment, as well as independently
Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
Previous experience in a customer success role, including account management or business analysis is a plus
Attention to detail with the ability to multi-task and strong organizational skills
Self-motivated and able to work under pressure to deliver high-quality solutions.

Mitratech is an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national or ethnic origin, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, or veteran status. Mitratech will work with applicants requesting accommodation at any stage of the hiring process.

Technical Customer Success Manager

Key skills