Customer Success Engagement Rep

Mitratech; San Francisco (CA); On-site; MXN 180,000 - 300,000; Full time

Job summary

Mitratech is seeking an Engagement Representative to drive awareness and onboarding demonstrations for our platform. You will work closely with Partner & Customer Success and Account Management to fill the demo pipeline and coordinate onboarding with implementation teams.

The role requires excellent communication, resilience, and comfort with high-volume outbound calling, while supporting existing customers with administration and data updates across Salesforce and other tools.

Qualifications

• Experience in customer service, telemarketing, administrative, or sales environments preferred.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage high-volume phone communication.
• Proficient in Microsoft Office and CRM systems (e.g. Salesforce).
• Strong organizational and multi-tasking abilities.
• Ability to work independently and in a team.

Responsibilities

• Be the onboarding point of contact, coordinating with teams for setup.
• Speak to or demonstrate product use cases at a high level.
• Make calls to employer groups to schedule demonstrations.
• Maintain onboarding demo pipeline by contacting new clients.
• Assist with portal setup and partner portal edits.
• Support bulk user and client uploads.
• Document information in Salesforce and internal tools.
• Provide monthly updates on goals and KPIs.
• Perform other duties as assigned.

Skills

Customer service

Telemarketing

Administrative

Sales

Communication skills

Education

Associate degree

Tools

Salesforce

Microsoft Office

Job description

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 the 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.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

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.

The essential functions include, but are not limited to the following:

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

Requirements & Skills:

Required:

• One or more years of experience in customer service, telemarketing, administrative, and/or sales environment 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 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 technology
• Experience in insurance, health care, or HR technology industries

Education:

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

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.