Customer Success Manager
Share
Job Location:
Monthly Salary:
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.
WalkMe is looking for an experienced Customer Success Manager (CSM) to engage retain and drive our customer renewals and expansion opportunities through our existing and new product offerings. The CSM completes the post-sales lifecycle for WalkMes portfolio of customers serving as an advocate for each customer and accelerating the expansion of WalkMe within each account. The ideal candidate will be as passionate about WalkMe solutions as they are about providing an exceptional experience for every customer. You will report to the Customer Success Manager in our Tokyo office.
WalkMe では既存および新製品の提供を通じて顧客の契約更新と拡大の機会を獲得し維 持し推進するための経験豊富なカスタマーサクセスマネージャーCSMを募集してい ますCSM はWalkMe の顧客ポートフォリオの販売後のライフサイクルを完了させ各 顧客の支持者としてサービスを提供し各アカウント内での WalkMe の拡大を促進します 東京オフィスの Customer Success Manager に報告して いただきます
Description:
- Serve as the trusted point of contact for WalkMes portfolio of Enterprise customers throughout the lifecycle beginning from the point of sale and extending through on boarding business reviews project success and renewals.
- Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts.
- Ability to understand customer requirements identify up-sell and cross-sell opportunities to deepen penetration of WalkMe solution within the customer environment.
- Proactively engage each account to identify risks and to ensure that every WalkMe functionality and offering is being leveraged maximizing the value of each WalkMe subscription.
- Work cohesively with professional services and sales to define project deliverables and customers ongoing service package needs.
- Own and establish creative ways for WalkMe to increase renewals and drive long term customer success. Take a proactive approach in cross-selling and up-selling your book of business
- WalkMe のエンタープライズ顧客のポートフォリオのライフサイクル全体を通して 販売時点から始まりオンボーディングビジネスレビュープロジェクトの成 功更新に至るまで信頼される窓口としての役割を果たします
- 意思決定者やエコノミックバイヤーとの関係を構築しビジネスニーズや優先順位 を明らかにしてお客様のアカウントの後継者計画を確立します
- 顧客の要件を理解し特定しアップセルクロスセルの機会を提供し顧客環境 内での WalkMe ソリューションの浸透を深めます
- 各アカウントに積極的に働きかけリスクを特定しすべての WalkMe の機能と提 供が活用されていることを確認し各 WalkMe サブスクリプションの価値を最大化 します
- プロフェッショナルサービスや営業と連携しプロジェクトの成果物や顧客の継続 的なサービスパッケージのニーズを定義します
- WalkMe の更新を増やし顧客の長期的な成功を促進するための創造的な方法を所有 し確立しさらにはクロスセルやアップセルを積極的に行います
Requirements:
- 3 years of relevant Customer Success / Account Management / Project Management and Consultant experience with Fortune 500 organizations.
- Demonstrates high competency in sales discovery methodologies and strategic value and ROI discussions.
- Strong commercial and technical aptitude can confidently discuss technical aspects alongside commercial negotiations. Relationship management internally to establish resource needs.
- Ability to design pricing strategy and articulate commercial aspects of the agreement.
- Demonstrable success in thinking strategically executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
- Knowledge and experience of web application CSS and HTML.
- Natural proactive nature who works to curb reactive behaviors and go above and beyond the call of duty but approaches all situations with and empathetic and patient manner.
- Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
- Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
- Team player with the highest level of integrity. This is a WalkMe core value.
- Native level in Japanese and business level English
- Must be in the office 3 times a week.
- フォーチュン 500 に代表されるような大手企業を対象とした3 年以上のカスタマー サクセスアカウントマネージャーコンサルティングまたはプロジェクトマネジメントの経験
- 顧客との契約更新や売上拡大を目標に業務をした経験
- セールスディスカバリーの方法論戦略的価値と ROI の議論において高い能力を発 揮できること
- 強いビジネス的技術的な適性を持ちビジネス的な交渉と並行して技術的な側面 についても自信を持って議論することができること
- ウェブアプリケーションにおけるHTML CSSに関する知識と実務経験
- リソースの必要性を確立するための内部的な関係構築力
- テンポの速い環境で一貫して高いレベルの顧客満足度と維持率を提供しながら戦略的に考え実行することができること
- プロセスを重視した高度なデータ駆動型の方ポートフォリオ内のすべての顧客との一貫したエンゲージメントプロセスを推進し追跡することを得意とする方
- 最高レベルの誠実さを持ったチームプレーヤー
- ネイティブレベルの日本語とビジネスレベルの英語ライティングリーディング
- 週３回オフィス出社
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
