Director, Care Support
Jul 2022 - Oct 2024
AeroLeads people directory · profile
Mary Miratrix Email & Phone Number
Building and Leading World Class Support
1 work email found
@alum.mit.edu
2 phones found area 339 and 800
LinkedIn matched
✓ Verified August 2026
4 data sources
Profile completeness 86%
Role
Building and Leading World Class Support
Location
Somerville, Massachusetts, United States
Who is Mary Miratrix? Overview
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Quick answer
Mary Miratrix is listed as Building and Leading World Class Support based in Somerville, Massachusetts, United States. AeroLeads shows a work email signal at alum.mit.edu, phone signal with area code 339, 800, and a matched LinkedIn profile for Mary Miratrix.
Mary Miratrix previously worked as Director, Care Support at Maven Clinic and Senior Manager, Care Support at Maven Clinic. Mary Miratrix holds Bachelor Of Science, Political Science And Government from Massachusetts Institute Of Technology.
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Email format at alum.mit.edu
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*@alum.mit.edu
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Profile bio
About Mary Miratrix
Over 2 decades experience leading support & success teams with passion for empowering both the team and our customers. Deep expertise in customer advocacy, collaboration across organizational boundaries, technical problem solving, customer relationships, support analytics, and mentoring. Data informed and people centric.Qualifications:* Proven ability to build, lead, and scale world class support teams* Proven ability to understand and use data to improve processes, procedures, and customer experiences* Proven ability to understand and communicate technical details to diverse audiences, from exec level clients and DevOps teams to employees, colleagues, and casual users* Proven ability to lead in diverse environments including remote and off-shore teams* Proven ability to quickly and thoroughly learn and implement complex technologies * Extensive, diverse support and services experience
Listed skills include Security, Troubleshooting, Technical Support, Management, and 28 others.
7 roles
Mary Miratrix work experience
A career timeline built from the work history available for this profile.
Senior Manager, Care Support
May 2021 - Jun 2022
Head Of Large Districts
* Lead, developed, and managed a team of 10 Customer Success Managers and Implementation Leads with combined portfolios of over 10M ARR and a renewal rate >90%, serving school districts of 10,000 or more students* Set goals for client engagement and scale and workload of the team; tracked progress and iterated to support continuous improvement across the team – main point of contact NPS 87* Worked cross-functionally to ensure high client engagement, strong renewal rates, and continual improvement of processes and procedures* Prioritized Diversity, Equity and Inclusion in building systems and processes internally and externally
Jan 2020 - Jan 2021
Director Of Client Services
* Began as a Support Manager, transitioned to Director in July 2018* Built and led Primary Support, Senior Support, and Customer Care – a proactive Customer Success team – with high employee retention and high CSAT* Collaborated with Product and Development teams to champion customer needs* Collaborated with Implementation, Sales, and Marketing teams to engage with customers across the customer journey* Collaborated with the Learning & Development team to develop and distribute customer tools and resources* Developed and oversaw the ongoing improvement of tone guide, ticket QA, customer onboarding, and data integration processes and procedures* Built and led employee on-boarding and career development within Support and Care teams. Successfully transitioned employees to senior, team lead, and management roles as well as roles in QA and Knowledge Management.* Led company-wide CSAT strategic initiative
Jul 2018 - Jan 2020
Customer Support Manager
Jul 2016 - Jun 2018
Support Teams Manager
* Built out and managed the support program for students and partners in an emerging online education organization* Ran NPS survey project for students and partners* Implemented transactional satisfaction surveys for support customers and maintained ratings of 90% or higher “good” satisfaction across support representatives* Piloted and managed successful onshore/offshore support model * Successfully advocated for both students and partners across product, services, and marketing teams. Heard as the “voice of the student” across the organization
Feb 2013 - Aug 2015
Regional Support Manager
* Led the Americas team providing level-3 and above technical support for enterprise customers for a range of identity assurance and strong authentication products* Worked collaboratively as part of a global management team developing and maintaining best practices, processes, and procedures to serve our customers worldwide, 24x7* Managed ongoing relationships with VIP customers, including product demos, case management, and work on escalated technical issues* Managed and mentored technical support engineers to foster both their own and our customers’ success
Sep 2010 - Feb 2013
1 education record
Mary Miratrix education
-
Massachusetts Institute Of Technology
FAQ
Frequently asked questions about Mary Miratrix
Quick answers generated from the profile data available on this page.
What is Mary Miratrix's role at their current company?
Mary Miratrix is listed as Building and Leading World Class Support.
What is Mary Miratrix's email address?
AeroLeads has found 1 work email signal at @alum.mit.edu for Mary Miratrix.
What is Mary Miratrix's phone number?
AeroLeads has found 2 phone signal(s) with area code 339, 800 for Mary Miratrix.
Where is Mary Miratrix based?
Mary Miratrix is based in Somerville, Massachusetts, United States.
What companies has Mary Miratrix worked for?
Mary Miratrix has worked for Maven Clinic, Panorama Education, Lexia Learning, Edx, and Actividentity Europe S.A.
How can I contact Mary Miratrix?
You can use AeroLeads to view verified contact signals for Mary Miratrix, including work email, phone, and LinkedIn data when available.
What schools did Mary Miratrix attend?
Mary Miratrix holds Bachelor Of Science, Political Science And Government from Massachusetts Institute Of Technology.
What skills is Mary Miratrix known for?
Mary Miratrix is listed with skills including Security, Troubleshooting, Technical Support, Management, Team Leadership, Training, Customer Service, and Program Management.
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