Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
About Workato
Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration Workato helps businesses globally streamline operations by connecting data processes applications and experiences. Its AIpowered platform enables teams to navigate complex workflows in realtime driving efficiency and agility.
Trusted by a community of 400000 global customers Workato empowers organizations of every size to unlock new value and lead in todays fastchanging world. Learn how Workato helps businesses of all sizes achieve more at workato.
Why join us
Ultimately Workato believes in fostering a flexible trustoriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But we also believe in balancing productivity with selfcare. Thats why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley please submit an application. We look forward to getting to know you!
Also feel free to check out why:
Business Insider named us an enterprise startup to bet your career on
Forbes Cloud 100 recognized us as one of the top 100 private cloud companies in the world
Quartz ranked us the #1 best company for remote workers
Responsibilities
We are growing our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager. In this role you will work with our Enterprise customers and ensure their success via the rapid adoption of the Workato Intelligent Automation Platform. As an Enterprise Customer Success Manager you will play an integral role in our business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams including Sales Solution Consulting Professional Services Product and Marketing among others.
In this role you will also be responsible to:
Own a portfolio of assigned accounts that may vary in market size industry and complexity with a focus on ensuring value realization through the use of the Workato platform increasing adoption across a variety of business and functional units ensuring retention and supporting growth. Deliver on ambitious NRR targets
Develop a strong command of Workatos unique value propositions the business value our key capabilities drive our approach to Enterprise Automation our customer use cases/success stories and our best practices. Leverage the aforementioned knowledge and your technical Workato product expertise to guide the customer on their Enterprise Automation journey.
Develop and maintain strategic business relationships with enterprise customers to drive adoption assess and evangelize value received and assist in revenue expansion. Establish regular touchpoints with the assigned customers per established practices to review progress against strategic business and technical product objectives
Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives including delivering Customer Objectives reviews Executive Business reviews etc. Run workshops hackathons trainings etc to increase usage of the product
Develop a deep understanding of a customers business use cases and desired outcomes to guide them to achieve these via Workatos product and services. Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions
Create customer assets including a Joint Success Plan to be leveraged by our sponsors outlining progress with Workato mapped to their business initiatives value deployment plans etc.
Monitor customers achievement of desired outcomes and value consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
Serve as the primary point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issues
Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally to mitigate risk improve customer experience drive to value outcomes and unlock growth
Professionally manage your book of business and provide periodic and accurate reporting develop growth and risk mitigation plans following our playbooks best practices and documentation requirement
Requirements/Qualifications / Experience / Technical Skills
BS or equivalent education
7 years of professional experience in consulting customer success client relationship or account management roles with a demonstrated track record of increasing adoption revenue and retention. . Experience managing a portfolio of enterprise accounts with account ARR ranging from $200k to multimillion ARR across the Forbes Global 2000 companies
Prior experience in driving NRR growth within the customer base
Track record of successfully navigating ambiguity building consensus fostering accountability and working with urgency to deliver customer outcomes
Strong written and oral presentation skills with the ability to effectively engage both business and technical stakeholders (from Developer to Clevel)
Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
Experience in Integration and/or business automation. Awareness of processes and roles in these domains would be a plus: People (HR) Finance Marketing Sales and Post Sales Customer Organizations
Preference will be given to candidates who:
Have prior experience as an Account Manager or CSM in hypergrowth horizontal SaaS/iPaaS companies preferred
Have prior experience in leading/driving/consulting in Digital Transformation initiatives
Estimated 25 travel required.
Soft Skills / Personal Characteristics
Ability to develop an understanding of large complex businesses with many stakeholders
Comfortable operating with revenue targets
Strong sense of customer empathy and customercentricity
Grit and resilience to manage occasional tough & complex situations
Excellent interpersonal and communication skills
Strong problemsolving and analytical thinking
Project management and storytelling skills
Entrepreneurial drive and comfort working in ambiguous quickly changing environments
A passion for and belief in the power of automation to drive business valu
Project management and storytelling skills
Have a keen intellectual curiosity a detailed orientation approach and possess analytical abilities
Passion for technology enjoy learning new solutions and capabilities and translating these into solutions that drive business value for customers
Be a selfmotivated team player who loves to drive Impact beyond their current role
Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment
Required Experience:
Manager
Employment Type
Full Time
