Customer Success Account Manager

Title: Customer Success Account Manager

Location: United States

Remote, US

Mitratech is a proven global technology partner for corporate HR, 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.

Mitratech is seeking an experienced Customer Success Account Manager to join our incredible team! You will focus on finding creative ways to increase client engagement with HR software administrators and helping their businesses realize value from the Trakstar platform. Drawing on strong customer relationships and sales experience, Account Managers drive adoption, renewal, and upsell conversations to build additional value for their customers and our solutions.

The Trakstar product suite offers a unified human capital management solution that supports mid-market companies to attract, retain, and grow their employee workforce. You’ll ensure clients gain the most value from the unique, end-to-end platform from seamless applicant tracking, to training and performance enablement. In this ever-changing and remote work environment, the demand for employee management solutions is increasing and we are looking for a motivated individual to come help us and our clients grow!

What we value:

• We bring our full selves to work.
• We are remote together.
• We try new things.
• We empower our customers.
• We take care of one another.
• We are the drivers of our own success.

What you’ll do:

• Drive renewals by engaging customers to increase usage and adoption of our software.
• Identify and nurture opportunities that result in client expansion.
• Support a portfolio of clients to help ensure adoption and expansion of their Trakstar products.
• Monitor and improve overall customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria.
• Conduct Customer Account Optimization Meetings and QBRs with clients.
• Develop and implement programs and services that provide continued value to our customers.
• Gain a deep understanding of the client’s business needs and ensure product usage is closely aligned with each customer’s business strategy.
• Foster positive relationships with our clients as their primary point of contact.
• Identify a target population of adoption risk accounts for early intervention.
• Ensure our clients maximize their ROI of their Trakstar products.
• Become a product expert. Provide the right solution to meet customer needs.
• Build long-term relationships with new and existing customers.

You’re best for this role if you:

• Have been in a sales or quota-carrying role focused on customer retention, upsell, expansion opportunities.
• Are driven by the desire to understand your client’s objectives and translate them into software solutions.
• Possess the ability to engage clients in tough conversations and advocate for solutions you know will help them be successful.
• Work well on a small team in a dynamic, start-up environment.
• Have the ability to manage multiple priorities and tasks simultaneously.
• Are a curious, proactive, highly collaborative self-starter who is always interested in learning.
• Can clearly communicate and effectively problem-solve.

Your qualifications:

• 1+ years customer account management with emphasis on retention, renewals, and expansion opportunities
• Bachelor’s degree or equivalent experience desired
• SaaS experience preferred