Enterprise Customer Success Manager, Workato
$122-160k
Plus variable & Equity
More information about location
Integration & workflow automation platform
Be an early applicant
Integration & workflow automation platform
501-1000 employees
Be an early applicant
$122-160k
Plus variable & Equity
More information about location
501-1000 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 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. 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
- 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
- Have prior experience as an Account Manager, Senior Member of SI/consulting firms, or CSM in hyper-growth horizontal SaaS/iPaaS companies preferred
- A passion for and belief in the power of automation to drive business value
- Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment
- 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
- Preference will be given to candidates who:
- Denver, Colorado
- Have prior experience in leading/driving/consulting in Digital Transformation initiatives
- Are in US/Canada Central or East Time Zones -or-
- Are within driving distance of our United States office locations:
What the job involves
- 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
- 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, 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
- 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
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
Company
Funding (last 2 of 5 rounds)
Nov 2021
$200m
SERIES E
Jan 2021
$110m
SERIES D
Total funding: $415m
Company benefits
- Flexible Working Arrangements: We maintain a hybrid remote work model and provide everyone with best of breed technology tools that enable them to work anywhere, anytime.
- Great Employee Benefits: Such as an Employee Assistance Programme (EAP), Health Insurance, Referral Bonuses, and Workato Stock Options, tailored to the countries that our employees are based in.
- Professional Development Opportunities: 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: We make it a point to dedicate time to pause, recharge and get to know each other better.
- Recreation Time: From virtual game nights to fitness sessions, there's always time for a little fun on the calendars.
Company values
- Prioritize customers: We exist for our customers and because of them. That’s why we are passionate about delivering an amazing product, excellent service, and an unforgettable experience.
- Win together: We strive to hire people who understand team wins come above their own. We respect and trust our colleagues — believing that the greatest success comes not from one person, but from all of our strengths combined.
- Act now: The best time to do anything worth doing is now. Create a minimal viable solution fast and iterate quickly. We encourage failing fast so we can succeed faster.
- Think ahead: We skip the easy shortcuts for mediocre and temporary solves. It’s important to always take the hard road now if it will lead to a better long term solution.
- Better each other: You cannot get 1% better every day unless people are honest with you and you openly invite that coaching and guidance. Provide feedback in private. Encourage and support in public.
- Go offbeat: We use novel thinking to create novel solutions. We do not use others’ thinking as a template. We mix existing wisdom with unusual thinking to generate new and better solutions.
- Have fun: We take care of ourselves, and give everyone the space they need to feel healthy, happy, and well-rested. Because it’s only when we’re having a good time that we’re able to ensure our customers are, too.
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
Vijay Tella
(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.
Gautham Viswanathan
(CPO)Spent 12 years at TIBCO Software, before leaving their Corporate Development role to found Blink Interactive. Also served as the CEO of iProfile.
Harish Shetty
(Head of Engineering)Previously held leadership roles in engineering at TIBCO, Blink, and iProfile.
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