Customer Success Engagement Rep - Mitratech

About Mitratech

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

Due to business and compliance requirements, this position is open only to candidates residing in Mexico. Applications from candidates located outside this region will not be reviewed.

Job Overview

As the front line of awareness generation for our partner’s clients, the Engagement Representative (ER) is responsible for driving awareness, identifying, contacting, and scheduling prospective employer groups for onboarding demonstrations of our platform. The ER works closely with Partner & Customer Success and Account Management to drive awareness and keep the demo webinar pipeline full.

This position requires a keen sense of prioritization, excellent communication skills, and comfort with high-volume outbound activity. The individual who fills this role needs to be resilient, coachable, and comfortable working in a fast-paced, frequently changing environment. This role works closely with our Account Management, Advisory Services, Marketing, and Product departments to build awareness and early-stage relationships with clients.

This role will also support existing customers with additional administration as needed, ongoing technical integrations, bulk uploads, and general administrative role changes.

Essential Duties & Responsibilities

• Serve as a point of contact during onboarding, coordinating with implementation and account teams to ensure accurate, seamless setup and provisioning.
• Maintain a working knowledge of the product(s) and speak to or demo use cases at a high level.
• Make calls into employer groups to schedule demonstrations of the product/platform.
• Keep the onboarding demo pipeline full by proactively reaching out to new clients through outbound calls.
• Set up new partner portals and edit existing partner portals, including any custom branding or edits required.
• Assist with bulk user and client uploads to configure clients in the platform.
• Partner with Customer Support, Account Managers, Product, Advisory Services, and Customer Success Managers to capture product feedback and stay up to date on platform changes.
• Track and document applicable fields within Salesforce.com and other internal tools to ensure pertinent information reaches the correct teams and workspaces.
• Provide monthly updates on goals and KPIs for tracking and goal attainment to leadership, as well as utilization data to clients.
• Perform other duties as assigned.

Requirements & Skills

Required:

• One or more years of experience in customer service, telemarketing, administrative, and/or sales environments preferred.
• Excellent interpersonal, verbal, and written communication skills, including active listening and the ability to adapt to different communication styles.
• Effective customer service skills with a professional sense of compassion for difficult situations.
• Computer proficiency required, including Microsoft Office skills, email, internet, and CRM systems (e.g., Salesforce).
• Ability to manage a heavy volume of phone communication.
• Ability to organize and efficiently manage multiple priorities with a sense of urgency.
• Ability to work effectively independently and as part of a team.

Preferred:

• Experience contacting companies and individuals via phone in a high-volume capacity to generate new business or raise awareness.
• Experience with Nooks, Orum, or similar auto-dialer technology.
• Experience with Outreach, SalesLoft, or similar engagement platforms.
• Experience in insurance, healthcare, or HR technology industries.

Education:

• Associate's degree OR equivalent combination of education and experience.