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We are expanding our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager to join our team. In this role, you will be working with our large Enterprise customers and ensure their success via rapid adoption of the Workato Intelligent Automation Platform. Enterprise Customer Success Managers play an integral role in our business as trusted customer advisors, and serve as the customer advocates liaising between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, Marketing, among others.
Preferred location: Chicago-IL, Columbus-OH, Minneapolis-MN, Phoenix-AZ, Denver-CO, Austin-TX, Dallas-TX, and Houston-TX (candidates from Central & Mountain time zones are welcome)
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 Workato platform, increasing adoption across variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction
Develop a strong command of Workato’s unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, and our customer use-cases/success stories as well as 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 delivery of Customer Objectives reviews, Exec Business reviews, etc.
Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via Workato’s 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 Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc.
Monitor customers' achievement of desired outcome 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 and orchestrate resolution of customer requests or issues
Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally in order 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 mitigation plans, following our best-practices and documentation requirement
Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency
BS or equivalent education
7 years of professional experience in consulting, customer success, client relationship or technical account management roles with a demonstrated track record of increasing adoption, revenue retention, and customer satisfaction. Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in hyper-growth SaaS/iPaaS companies preferred
Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies
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 C-level)
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
Prior Experience in Digital Transformation preferred
Ability to develop an understanding of large complex businesses with many stakeholders
Comfortable operating with revenue targets
Strong sense of customer empathy and customer-centricity
Grit and resilience to manage occasional tough & complex situations
Excellent interpersonal and communication skills
Strong problem solving 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 value
Project management and storytelling skills
Have a keen intellectual curiosity, detailed orientation, 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 self-motivated 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
For Colorado applicants, the pay for this role begins at $140,000 plus variable, benefits, perks, and equity.
Full Time
IT Outsourcing & Consulting
$102k-137k (estimate)
01/06/2024
04/25/2024
workato.com
MOUNTAIN VIEW, CA
200 - 500
2013
Private
VIJAYAKUMAR TELLA
$50M - $200M
IT Outsourcing & Consulting
Workato develops an AI-based workflow automation platform that enables enterprises to integrate applications and automate business processes.
The job skills required for Enterprise Customer Success Manager include Customer Success, Client Relationship, Presentation, Account Management, Initiative, Problem Solving, etc. Having related job skills and expertise will give you an advantage when applying to be an Enterprise Customer Success Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Enterprise Customer Success Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Enterprise Customer Success Manager positions, which can be used as a reference in future career path planning. As an Enterprise Customer Success Manager, it can be promoted into senior positions as an Account Management Manager, Sr. that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Enterprise Customer Success Manager. You can explore the career advancement for an Enterprise Customer Success Manager below and select your interested title to get hiring information.
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Career tips from people on Enterprise Customer Success Manager jobs
Define the Core Business Driver for Customer Success.
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Listen carefully to stay one step ahead.
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Hire the right people from the start.
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Earn the professional CSM certifications.
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