Enterprise Customer Success Manager - Chicago

Workato

2mo ago

Applications are closed

Job
Full-time
Senior Level
Sales & Business Development
Customer Relations
Chicago

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 at Workato?

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

Who does an Enterprise Customer Success Manager work closely with at Workato?

An Enterprise Customer Success Manager works closely with internal teams including Sales, Solution Consulting, Professional Services, Product, Marketing, and others, to serve as the customer advocate and ensure customer success.

What qualities are important for an Enterprise Customer Success Manager at Workato?

Important qualities for an Enterprise Customer Success Manager at Workato include strong customer relationship management skills, excellent communication skills, the ability to understand and articulate technical concepts, and a proactive and results-driven mindset.

What is the goal of an Enterprise Customer Success Manager at Workato?

The goal of an Enterprise Customer Success Manager at Workato is to build strong relationships with Enterprise customers, drive customer success through adoption and engagement with the Workato platform, and ultimately contribute to customer retention and growth.

Workato

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.