Scaled Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
WalkMe an SAP company pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in todays complex digital landscape. By leveraging WalkMes featuresguidance engagement insights and automationemployees boost efficiency executives gain greater visibility into digital usage and organizations maximize their digital assets driving successful digital transformation.
Together SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAPs robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMes intuitive digital adoption platform.
Were looking for a Rockstar Scaled Customer Success Manager to help take digital adoption and WalkMe to the next a Scaled Customer Success Manager youll be responsible for being a trusted advisor helping them achieve maximum value from the WalkMe platform. You will understand your clients digital adoption goals and recommend solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Senior Manager of Scaled Customer Success.
What youll own;
- 顧客の声の代弁者Voice of the Customer: 顧客からのフィードバックを収集し社内関係者開発者や営業などへ提供することで顧客が目指す価値の実現とリテンションの最大化に貢献します
- 戦略的な顧客エンゲージメント: 顧客向けの**エグゼクティブビジネスレビューEBRを準備実行し製品の導入促進と投資収益率ROI**の証明に注力することで契約更新と拡張を確実なものにします
- 製品専門家としての顧客ガイダンス: 当社の製品とロードマップを深く理解し顧客がWalkMeを効果的に活用できるよう導きアダプションスコアの向上を継続的に推進します
- 顧客への教育: 顧客の具体的な要件に基づき最も関連性の高い製品機能のトレーニングを実施し活用を促進します
- 業界顧客理解: 担当顧客の業界トレンドデジタルアダプションにおける課題WalkMeの現在および将来的なユースケースを深く理解します
- 信頼関係の構築: 意思決定者チャンピオンエコノミックバイヤーといった最高レベルのステークホルダーと戦略的で信頼できるアドバイザーとしての関係を構築しプラットフォームのベストプラクティス活用を指南することで顧客の目標達成をサポートします
- サクセスプランの策定: 社内アカウントチームおよび顧客と協力しWalkMeが顧客の喫緊および将来的なニーズ成功の測定基準を含むにどのように対応するかを明確にするサクセスプランを作成します
- リスク管理: 顧客の解約リスクを継続的に監視しリスクが顕在化する前に顧客へアプローチし改善策を特定実行します
- アカウントチームとの連携: 社内のアカウントチームリニューアルマネージャーアカウントエグゼクティブサービステクニカルアカウントマネージャーなどと密接に連携し顧客の契約更新と拡張に貢献します
- Be the voice of the customer and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Executive Business Reviews for customers with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap so you can guide customers to success and continue to promote up their Adoption Score.
- Educate customers on the most relevant features of their specific your customers industry trends challenges with digital adoption and current and potential use cases for WalkMe.
- Establish and develop strategic trusted advisor relationships at the highest relevant levels (Decision Makers Champions Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
- Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation with WalkMe Account Team (Renewal Managers Account Executives Services Technical Account Managers) to ensure that customers renew and expand.
What you need to succeed;
- 経験: Fortune 1000企業とその経営層を対象としたエンタープライズSaaSにおける顧客サクセスアカウントマネジメントまたはポストセールスでの顧客エンゲージメント経験5年以上
- 目標達成: 四半期ごとのリテンション維持および成長目標クォータの管理経験
- 技術製品への適用: 技術的な製品への適用を通じて顧客満足度導入促進アダプションおよびリテンションの向上に貢献した経験
- ビジネススキル:高度なセールスディスカバリー手法の能力と投資収益率ROIに関する議論を実行する能力
- エンタープライズソリューション営業環境での経験がありアカウントエグゼクティブと連携して営業機会の開発クローズに貢献した経験
- 協調性自律性: 営業マーケティング製品チームなど部門横断的に連携し顧客体験を向上させるための自律的な業務遂行能力
- アカウント管理: 複数のエンタープライズアカウント管理経験
- 語学力:日本語ネイティブレベル英語ビジネスレベルの読み書きおよび会話能力
- 勤務形態: 週3日のオフィス勤務が可能な方
- 5 years of customer advocacy and engagement experience in Enterprise SaaS customer success account management or post-sales relationship management working with Fortune 1000 companies and their executives.
- Experience managing a quarterly retention and growth customer satisfaction adoption and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment having partnered with account executives to develop and close sales opportunities.
- Ability to work independently and cross-functionally collaborating with salesmarketing and product teams to enhance the customer experience.
- Have experience managing multiple accounts.
- Fluency in Japanese and business level of English both written and spoken
- Must be able to work 3 days per week in office.
At WalkMe we approach Diversity Equity and Inclusion (DEI) with the same level of collaboration innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application pre-employment testing or a job interview or to otherwise participate in the hiring process please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
About Company
Even if your organization is digitally mature, there still exists the growing challenge of keeping up with the exponentially increasing and stunningly sophisticated capabilities that today’s innovators are delivering. Recognizing that our technological capabilities are increasing at ... View more
