Customer Success Manager (inszoom) Job in Mitratech

Position Purpose

We are looking for a self-driven and entrepreneurial 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 Mitratech s 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 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.