Partner Success Manager

  • Mitek
  • San Diego, CA, United States
  • Jul 26, 2017
Full time Consultant

Job Description

Mitek (NASDAQ: MITK) is an innovator in Artificial Intelligence and Machine Learning that simplify everyday tasks, is seeking qualified candidates for a Partner Success Manager role, based in San Diego. 

Mitek is a global leader in mobile capture and identity verification software solutions. Although we’re best known for inventing mobile check deposit used by every major bank in the country, that’s just the beginning for us. Mitek’s ID document verification allows an enterprise to verify a user’s identity during a mobile transaction, enabling financial institutions, payments companies and other businesses operating in highly regulated markets to transact business safely while increasing revenue from the mobile channel. Mitek also reduces the friction in the mobile users’ experience with advanced data prefill. These innovative mobile solutions are embedded into the apps of more than 5,600 organizations and used by tens of millions of consumers for mobile check deposit, new account opening, insurance quoting, and more.

We have a track record of breakthrough achievements that have helped to transform mobile banking and the identity authentication markets. As a result, we have grown globally with offices in the UK and the Netherlands and are listed on the NASDAQ.  

We’re looking for team members that live our core values of Delivering, Learning and Caring.


What You’ll Do (Role Description)

The partner success manager will combine a strong technical aptitude, ability to solve customer issues, and account management skills. The primary focus of this position will be to ensure customer success of Mitek’s key mobile deposit partners through technical consultation, metric-based analysis, and laser focus on overall customer happiness.

You will:

  • Have a successful track record proactively managing a customer base and support issue queue, preferably in the banking and financial services sector
  • Provide technical consulting to partners including installation support, troubleshooting, performance tuning and reporting
  • Participate in technical meetings with customers involving partners, IT, security compliance, quality assurance and product management teams
  • Understand all aspects of post-sales customer support and will be responsible for driving customer retention, adoption and loyalty with defined metrics and performance indicators
  • Be a partner advocate with an ability to prioritize issues accordingly while bearing in the mind the technical, financial, and long term strategic implications
  • Participate in and lead roadmap reviews to determine upcoming needs and opportunities for financial institutions.


Who You Are (Soft Skills/Attributes)

  • Self-starter and entrepreneurial mindset
  • Thrives in a fast-paced start-up team-focused culture and adapts to a changing environment
  • Data-driven, strategic mindset
  • Logical and creative problem-solving
  • Excellent interpersonal and relationship management skills
  • Planning, organization, and facilitation skills
  • Ability to manage and influence others (both within and outside your own direct work-group)
  • Ability to summarize complex issues simply and effectively


What You Need (Skills/Experience/Abilities)

  • 5+ years of experience in solutions consulting, integration, deploying and supporting web services.
  • 5+ years in a customer facing role. 
  • Strong project and customer management skills.
  • Obsessive ability to assess business value, ensure success and place customer happiness above all else.
  • Proven ability to be detail oriented and have excellent follow-up skills
  • Experience partnering with cross-functional teams to share customer insights, requests, pain points and future plans.
  • Demonstrated expertise related to the management of a customer throughout their buyer’s journey. Previous account management experience is preferred.
  • Ability to develop, record, analyze, and generate recommendations based on data-driven findings, metrics, and KPIs.
  • Ability to travel and be on-call based on customer needs


Technical Skills

  • 3+ years of experience with IIS, .NET, SQL Server and XML/SOAP 
  • Proven ability to negotiate requirements, document technical specifications and lead integration effort.
  • Deep understanding of Service Oriented Architecture (SOA), Web Services and security protocols.
  • Experience installing and configuring virtual machine environments. 
  • Experience with Windows server administration, IIS configuration, backup and recovery procedures, deploying system service packs and security updates.
  • Must be able to convey key architectural principles to client technical teams as well as internal engineering staff.



  • Bachelor's degree in communication, business, or equivalent experience