Manager, Customer Success Manager
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Posted on:
12 hours 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.
私たちはデジタルアダプションおよびWalkMeの価値を次のレベルへ引き上げることができる優れたカスタマーサクセスマネージャーマネージャーを募集しています
本ポジションではFortune 1000企業を中心とするWalkMe顧客ポートフォリオを担当し信頼できるアドバイザーとして顧客がWalkMeプラットフォームから最大の価値を得られるよう支援します
顧客のデジタルアダプションにおける目標を深く理解しその目標の達成および超過を実現するために最適なソリューションを提案推進します
このポジションはVP Customer Success EMEA & APAC にレポートします
Were looking for a Rockstar Manager Customer Success Manager to help take digital adoption and WalkMe to the next a Manager Customer Success Manager youll be responsible for being a trusted advisor to a portfolio of Fortune 1000 WalkMe customers 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 VP Customer Success EMEA&APAC.
What youll own;
- お客様の声Voice of the Customerとして社内にフィードバックを提供し顧客価値とリテンション継続利用の最大化を推進しますWalkMeソリューションの導入効果を最大限に引き出し顧客の成功を支援することで更新および拡大につなげる役割を担います
- 顧客価値およびリテンション最大化のために社内へ顧客視点からのフィードバックを提供する
- 顧客向けのエグゼクティブビジネスレビューExecutive Business Reviewを企画実施し顧客の利用拡大およびROI投資対効果の実証を通じて契約更新拡張を促進する
- WalkMe製品およびロードマップの理解を深め顧客の成功を導くとともにアダプションスコアの向上を支援する顧客のニーズに最も関連する機能について教育提案を行い活用を促進する
- 顧客の業界動向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把握する
- 意思決定者チャンピオンエコノミックバイヤーなどの主要ステークホルダーと信頼関係を構築しリスク管理および目標達成に向けてWalkMeのベストプラクティス活用を提案支援する
- 社内のアカウントチームおよび顧客と連携しWalkMeが顧客の即時的将来的なニーズにどのように対応できるかを示すサクセスプランSuccess Planを策定する成功指標を含む
- 顧客のヘルススコアをモニタリングしリスクが顕在化する前にアクションを取り改善策を特定する
- 更新マネージャーアカウントエグゼクティブサービスチームテクニカルアカウントマネージャーなど社内の各チームと連携し顧客の契約更新および拡張を確実に実現する
- 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 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 options.
- Partner with WalkMe Account Team (Renewal Managers Account Executives Services Technical Account Managers) to ensure that customers renew and expand.
What you need to succeed;
- エンタープライズSaaS領域におけるカスタマー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導入後支援での顧客対応エンゲージメント経験が 5年以上 ありFortune 1000企業およびその経営層との関係構築経験を有すること
- 四半期ごとのリテンションおよび成長グロース目標を管理した実績があること4000名以上の従業員を有するエンタープライズ顧客 のアカウントを複数担当し長期的なリレーションシップを維持発展させてきた経験
- 技術的なプロダクトを扱いながら顧客満足度利用率アダプションおよびリテンションを向上させた実績
- セールスディスカバリーメソッド課題発掘提案手法に高い理解を持ちROI投資対効果に関するディスカッションをリードできるスキル
- エンタープライズソリューション営業の環境でアカウントエグゼクティブと協働しビジネスチャンスの創出およびクローズに関わった経験
- CSMカスタマーサクセスマネージャーチームをリードし各メンバーがCSPカスタマーサクセスプランおよびEBRエグゼクティブビジネスレビューを効果的に実施し顧客価値を最大化できるよう指導支援するリーダーシップスキル
- 日本語が流暢でありビジネス上級レベルの英語が可能なこと
- 週3回オフィス出社が可能なこと
- 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 maintained a book of Enterprise customer accounts (4000 Employees).
- Increase 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.
- 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 quota.
- Provide leadership and guidance to the CSM team ensuring that each CSM effectively executes CSPs(Customer Success Plan) and EBRs(Executive Business Review) to maximize product value for customers.
- Fluency in Japanese and Upper business level English.
- Must be in the office 3 times in a week.
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
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
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
