Enterprise Customer Success Manager, Workato

• 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
• An estimated 25% of travel is required
• 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
• Have a keen intellectual curiosity, a 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

Desirable

• We are growing 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 Enterprise customers and ensure their success via 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, 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 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, 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 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 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