Workato20 days ago
Менеджер по работе с коммерческими клиентами (Customer Success Manager) - Контракт
Salary not specified
MARKET
15,900 ₽median for this role
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Berlin
Responsibilities
- 01Develop 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
- 02Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently
- 03Work with customers on building out the AI roadmap
- 04Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion
- 05Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives
- 06Develop 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
- 07Develop 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
- 08Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions
- 09Create 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
- 10Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders
- 11Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
- 12Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues
- 13Develop 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
- 14Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements
- 15Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency
- 16Run hackathons and bootcamps to drive product adoption and consumption
- 17Actively engage in sales activities to drive revenue growth and customer expansion
Requirements
- 01BS or equivalent technical education
- 02MBA a plus
- 035 + 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
- 04Prior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferred
- 05Experience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar ARR across the Forbes Global 2000 companies
- 06Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
- 07Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)
- 08Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
- 09Experience in Integration and/or business automation
- 10Awareness of processes and roles in these domains would be a plus; People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
- 11Prior Experience in Digital Transformation
What we offer
- 01Vibrant and dynamic work environment
- 02Multitude of benefits they can enjoy inside and outside of their work lives
- 03Flexible, trust-oriented culture
- 04Balancing productivity with self-care