Senior Customer Success Manager, Automation Anywhere
Up to 25% travel
Enterprise AI agents for business processes
Be an early applicant
Enterprise AI agents for business processes
1001+ employees
Be an early applicant
Up to 25% travel
1001+ employees
Company mission
To democratize automation and create a better future for everyone, liberating people from mundane, repetitive tasks, and allowing them more time to use their intellect and creativity.
Role
Who you are
- This is a challenging role that requires exceptional customer relationships, team building, a motivational style and analytical skills
- The right candidate is truly passionate about customer advocacy and has a proven track record to talk about!
- Additionally, you will have a focus on quality management; foster an environment of innovation and demonstrate the ability to articulate a vision of continuous operational improvement as a way of working and managing
- This person, by nature, will be a conservative risk-taker, have a high level of ambition and thrive in an environment of change
- 5-8+ years' of experience in customer-facing customer success, account management or strategic consulting organisation. SaaS experience preferred
- RPA experience a big plus but not essential
- Ability to manage influence through persuasion, negotiation, and consensus building
- Deep business operations expertise
- Ideally combined background of post-sales, sales, consulting services experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor’s degree; preference for computer science or related degrees or equivalent experience
- Demonstrated success at skillful negotiation and strategy implementation
- Strong financial acumen and a proven track record of continual enhancements to the design and results of service levels metrics within the candidate’s previous organization is a must
- Able to balance providing exceptional service with the needs to improve financial performance, and increase revenue and profits
- Up to 25% travel
What the job involves
- The Sr. Customer Success Manager is a role is focused on ensuring our customers’ success in the UK, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value
- This is an exciting opportunity to unequivocally influence our customers, and Automation Anywhere’s, success
- This is a high impact position where strategy meets execution
- You will help us evolve our customer success strategy by creating and implementing processes that help our Customers maximize success with our technology
- You’ll collaborate with the global team of Customer Success Managers responsible for customer management from on-boarding to regular reviews of progress towards shared objectives and ultimately ensuring the retention, satisfaction and growth of the relationship
- You will also ensure that you are tailoring your services to meet our Customer’s needs
- Define segmentation of customer base and varying strategies to ensure customer success and margin optimization
- Provide customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues, as well as provide recommendations
- Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey
- Increase lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of Automation Anywhere's products and platform functionality integral to the customer's success
- Engage broadly across the Customer organization from management through to C-Level/Influencer as require
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
- Pro-actively assess the interactions with our top customers (product performance, depth and breadth of usage, Support experience
- Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience
- Assisting the Industry teams with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
- Keep operational metrics for team. Create cadence for review within team
- Contribute thought leadership and best practice, both internally and externally, around business transformation
- Assist in fostering collaboration within team and across customer lifecycle
- Working closely with Named Account Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments
Salary benchmarks
Our take
Although technology is supposed to save labor, often it doesn't feel like it, with the average desk worker stuck carrying out an increasing number of repetitive manual tasks just to make their growing software stack function. Enter Automation Anywhere, a provider of robotic process automation (RPA) software designed to handle tedious repetitive functions, freeing teams for more productive work.
RPA is a highly competitive field, with firms like Celonis attracting vast amounts of funding and Microsoft beginning to bundle RPA functionality with its business packages. What helps Automation Anywhere stand out is its use of AI to discover the processes that can be automated within a company, a task that is usually carried out by expensive consultancy firms. This has allowed Automation Anywhere to grow a huge client base, including the likes of the NHS, Dell and Staley Black & Decker.
Fueled by partnerships with Microsoft, AWS, and PwC India, Automation Anywhere is accelerating its leadership in AI-powered automation. These collaborations allow the company to deliver cutting-edge solutions and aid in its continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company values
- Passion: Driven by curiosity, a sense of adventure, and joyful perseverance, Passion is first on our values list. Only the passionate can change the world because they keep trying until they get it right
- Innovation: Every employee offers creative skills and ideas to delight our customers. We are comfortable questioning accepted wisdom and moving on when we hit bumps in the road. We feel empowered to be bold, take action, solve problems
- Customer First: We all have internal or external customers and are responsible for their experience and success, anytime, anywhere. Proactive, trusted advisors, we exemplify caring, loyalty, and commitment
- One Team, One Goal: Our best ideas take shape when we are approachable, inclusive, accessible, respectful and easy to work with. We share thoughts and plans to gain support and agreement. We jointly establish a common goal to work toward
Company HQ
North San Jose, San Jose, CA
Articles
Leadership
Mihir Shukla
(Co-Founder & CEO)Previously the Director of Engineering at E2Open and Infoseek, and a Consultant at Netscape.
Neeti Mehta Shukla
(Co-Founder & Social Impact Officer)Previously a Marketing Research Consultant for Intuit. They are also a Limited Partner at Kalaari Capital and CXXO Champion for CXXO.
Rushabh Parmani
(Co-Founder & Chief Customer Officer)Before co-founding Automation Anywhere they were a Software Engineer at Siebel Systems.
Ankur Kothari
(Co-Founder & COO)Previously a member of the Core Group in Siebel Systems. Since co-founding Automation Anywhere, they have been a CRO, COO, CSO and Chief Customer & Strategy Officer before becoming COO in 2023.
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