Mitchell International, Inc.

  • Manager, Customer Success

    Job Location US-CA-San Diego
    Job ID
    18-8128
    Type
    Regular Hire
  • Company Overview

    Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

    Job Description

    As we continue to expand our product and client base, Customer Success is absolutely vital to the long-term success and growth of the business. As such, we are looking for an energetic and seasoned leader to drive the Customer Success organization and perpetuate a culture of Customer Success within our Auto Physical Damage, collision repair business unit.

    The Manager of Customer Success will lead a high-performance team in ensuring long-term customer loyalty through a proactive, consultative process that helps each customer maximize their Mitchell experience and achieve their business goals.

    In this role, you will have the opportunity to build the direction and processes of Customer Success. A significant part of the role will be to serve as an advocate and liaison between our customers and all internal teams. Your ability to partner well with cross-functional teams and drive process improvement will be critical to achieving scalable and repeatable customer outcomes.

     

    Position Responsibilities

    • Develop and lead the Customer Success team to create customer lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Inspire and drive Customer Success culture across the business unit
    • Define the strategy and ensure priority alignment across the business unit
    • Optimize the customer lifecycle and journey through close collaboration with other parts of the organization
    • Measure and improve customer health and attainment of our customers' business objectives to increase renewal rates and reduce churn
    • Define and lead revenue retention and expansion strategies
    • Partner with Sales Operations to create a high-performance team. Responsible for defining KPI’s, compensation design, territory alignment, customer segmentation, etc.
    • This position reports into the Sr. Director of Solution Advising, and works closely with the sales and technical support leadership teams to ensure seamless customer hand-offs.

     

    Qualifications

    Qualifications

    • Deep knowledge of Customer Success and familiarity with drivers of retention and advocacy
    • Excellent leadership capability and track record of successful people management
    • Outstanding communication and cross-functional skills
    • Prior experience using SFDC (or similar CRM) required
    • Strong analytical and problem solving skills
    • Project management skills desirable
    • Bachelor's degree from four-year college or university required; MBA or equivalent preferred
    • 5+ years’ experience in Customer Success, Account Management, or Sales
    • 3+ years’ experience in people management and team leadership

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