Customer Success Manager
About Workato
Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.
Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.
Why join us?
Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.
But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
If this sounds right up your alley, please submit an application. We look forward to getting to know you!
Also, feel free to check out why:
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Business Insider named us an “enterprise startup to bet your career on”
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Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
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Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
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Quartz ranked us the #1 best company for remote workers
Responsibilities
We are looking for an exceptional Customer Success Manager to join our growing Commercial Customer Success team. In this role, you will be involved in working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform. You will also be responsible for the success of an assigned set of customer onboardings in a timely and productive manner.
In this role, you will also be responsible to:
- Develop and maintain strategic business relationships with customers to drive adoption and retention.
- Provide technical Workato product expertise.
- Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.
- Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes.
- Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups.
- Actively coach and mentor the broader CSM team, contributing to overall team development
- Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution.
- Provide quantitative/qualitative analysis to inform team decision-making and product roadmap.
- Become the trusted customer advisor and be the customer advocate within Workato.
- Be available to work Australia Hours
Requirements
Qualifications / Experience / Technical Skills
- BS or equivalent education
- 5+ years of experience in consulting, customer success management and technical account management. Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred
- Experience in Integration and/or business automation.
- Understanding of large complex businesses with many stakeholders.
- Awareness of each of the following roles day to day processes and expertise in several; People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations.
- Comfortable operating with revenue targets.
- Impressive track record of high customer retention and growth.
- Strong sense of customer empathy and customer-centrism.
- Excellent interpersonal and communication skills.
- Strong problem solving and analytical thinking.
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments.
- A passion for and belief in the power of automation to drive business value.
- Prior Experience in Digital Transformation preferred.
- Experience in Integration and/or business automation.
Soft Skills / Personal Characteristics
- Ability to effectively prioritize tasks and manage time, even under high-pressure situations.
- Highly organized, able to manage many projects concurrently.
- Issue management and resolution-focused.
- Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact; we want company builders.
- Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set.
- Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience.
- Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly.
- Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge.