Commercial Customer Success Manager, Workato
Control & execution platform for enterprise AI
Posted today
Control & execution platform for enterprise AI
1001+ employees
Posted today
1001+ employees
Company mission
To help businesses streamline their operations by providing a platform to automate their work and integrate their stacks, all in one place.
Role
Who you are
- BS or equivalent technical education. MBA a plus
- 5 + 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 driving NRR Growth
- Prior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferred
- Experience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar 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 and/or consulting firms preferred
- Strong familiarity with the AI ecosystem, with the ability to articulate market trends, identify common implementation challenges, and recommend AI-driven solutions that align with strategic business objectives
- Fluency in English, both written and spoken
- Ability to develop an understanding of large complex businesses & Mid market customers with many stakeholders. Ability to build relationships across levels with customers
- 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
- 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
- Have keen intellectual curiosity, a strong orientation to detail, and 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
What the job involves
- We are looking for an exceptional Customer Success Manager to join our growing team
- In this role, you will 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, 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, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap
- Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support 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 product usage within the current (landed) group and expand it to other business groups/functions
- Create customer assets, including a 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 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 escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues
- Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive 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 requirements
- Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency
- Run hackathons and bootcamps to drive product adoption and consumption
- Actively engage in sales activities to drive revenue growth and customer expansion
Our take
Many businesses struggle with lack of team integration. There are a plethora of handy apps available, and various teams within businesses often use different processes, tools, and software. This has led to many businesses attempting to patch together technologies and create ad-hoc solutions that fail when they need to be scaled. Workato allows businesses to integrate data and apps so that teams can collaborate and communicate securely.
Workato has built a single platform that integrates apps, processes, data, and user experiences to improve efficiency, communication, and business flexibility. There are many integration platforms available, such as SnapLogic and Mulesoft Anypoint Platform, however, Workato has aimed its platform at users who have minimal technical experience, rather than the IT team.
Workato has continued to expand its partnerships and workforce, and is well set to see further growth as it innovates its product offerings and capabilities. The company was recognized as a Leader in the 2023 Gartner® Magic Quadrant™ for Integration Platform as a Service, making five years it has participated and five years it has been recognized.
Steph
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2021
$200m
SERIES E
Sep 2021
$110m
SERIES D
Total funding: $415m
Company benefits
- Flexible Working Arrangements: We want to empower our employees to give us their 110%, and still be able to fully live their personal lives beyond what they do at Workato.
- Great Employee Benefits: Our employee benefits are designed not just to help everyone at Workato fulfill their basic and tangible needs, but also feel appreciated for their contributions to the company.
- Professional Development Opportunities: We are invested in the long-term professional development of our people, beyond what they bring to the table on their first day at work. We support individual career ambitions, and set aside training programs and budgets they can tap on to upgrade both soft and hard skills.
- Dedicated Wellness & Recreation Time: We make it a point to dedicate time to pause, recharge and get to know each other better. From virtual game nights to fitness sessions, there's always time for a little fun on the calendars.
Company HQ
Palo Alto, CA
Leadership
Vijay Tella
(Co-Founder & CEO)Spent 15 years as an Engineer at Teknekron and TIBCO, before joining Oracle as CSO. They also served as CEO at Qik, and VP at Skype.
Harish Shetty
(Co-Founder & Strategic Advisor)Previously held leadership roles in engineering at TIBCO, Blink, and iProfile.
Salary benchmarks
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