Enterprise Customer Success Manager

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 Workato’s 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 customer's business, use cases, and desired outcomes 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 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

• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

RequirementsQualifications / 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 multi-million 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 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

• Preference will be given to candidates who:

• Have prior experience as an Account Manager or  CSM in hyper-growth horizontal SaaS/iPaaS companies preferred

• Have prior experience in leading/driving/consulting in Digital Transformation initiatives

• Can speak additional languages like Korean, Bahasa, Thai

• 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 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, 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 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