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Enterprise Customer Success Manager

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Workato

8d ago

  • Job
    Full-time
    Senior (5-8 years)
  • Sales & Business Development
    Customer Relations
  • Dallas
  • Quick Apply

AI generated summary

  • You must have 7+ years of CSM experience with large enterprise accounts, strong communication skills, project management abilities, and a passion for technology and automation to excel in this role. A track record of navigating ambiguity and driving customer success is essential.
  • You will own a portfolio of enterprise accounts, driving adoption and value realization through Workato platform, fostering strategic relationships, guiding customers on their automation journey, monitoring achievements, and escalating and resolving issues effectively.

Requirements

  • Qualifications / Experience / Technical Skills:
  • 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. Prior experience as an Account Executive, Senior Member of a large consulting firm or CSM in hyper-growth SaaS/iPaaS companies preferred
  • 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
  • Prior Experience in Digital Transformation preferred
  • Soft Skills / Personal Characteristics:
  • 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
  • Project management and storytelling skills
  • Have a keen intellectual curiosity, 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

Responsibilities

  • 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, and our customer use-cases/success stories as well as 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 mitigation plans, following our best-practices and documentation requirement
  • Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

FAQs

What is the primary responsibility of an Enterprise Customer Success Manager?

The primary responsibility of an Enterprise Customer Success Manager is to work with large Enterprise customers to ensure their success through the rapid adoption of the Workato Intelligent Automation Platform.

What role does an Enterprise Customer Success Manager play within the company?

Enterprise Customer Success Managers play an integral role in the business as trusted customer advisors, serving as the customer advocates liaising between customers and internal teams such as Sales, Solution Consulting, Professional Services, Product, Marketing, among others.

What skills are required to be successful as an Enterprise Customer Success Manager?

Successful Enterprise Customer Success Managers should have strong communication and relationship-building skills, a deep understanding of the Workato Intelligent Automation Platform, experience working with large Enterprise customers, the ability to multitask and prioritize effectively, and a proactive and solution-oriented approach to customer success.

What are the key objectives for an Enterprise Customer Success Manager?

The key objectives for an Enterprise Customer Success Manager include driving customer adoption and satisfaction, ensuring customer retention and renewal, identifying upsell and cross-sell opportunities, and serving as the voice of the customer within the organization.

One platform for intelligent integration & workflow automation across your organization.

Technology
Industry
501-1000
Employees
2013
Founded Year

Mission & Purpose

Workato makes the creation and implementation of automations 10X faster than traditional platforms. As the leader in AI-powered enterprise automation, we enable enterprises to automate their business processes across the organization by integrating their applications, data, and experiences. Designed with best-in-class security and governance, scalability, performance, and availability, our low-code, no-code platform makes it easy for IT and business teams to integrate their applications and automate their processes, drawing from thousands of automation “recipes” built by the Workato community. With our democratized approach to automation and integration, business technologists are empowered to fuel their organization’s digital transformation. Workato is trusted by over 17,000 of the world's top brands, including Broadcom, Intuit, and Box.