Senior Customer Success Manager

Wrike is a powerful work management platform that helps teams collaborate and increase productivity. They are seeking a Senior Customer Success Manager to partner with customers, ensuring they maximize the value of their investment by providing tailored advice and strategies for success.

Responsibilities:

• Able to work effectively in English
• Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
• Identify other teams within customer organisations who could gain value from Wrike, and support the strategic account executive in further showcasing the value of Wrike
• Understand customer use cases and work processes to provide the best guidance on how to optimize Wrike usage and unlock the most value
• Work proactively with our account management team to retain revenue in your book of business while identifying upsell opportunities
• Build Success Plans & conduct Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike on team productivity
• Run periodic reviews of customer Wrike workspaces to ensure they are using functionality optimally
• Partner with our marketing team to identify references and case studies
• Advocate for customers in meetings with Wrike Product Managers; help our PMs shape evolution of the product by bringing in the voice of the customer
• Quarterback your accounts by overseeing multiple moving initiatives and coordinating various Wrike teams as they engage with your customers

Requirements:

• Able to work effectively in English
• Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
• Identify other teams within customer organisations who could gain value from Wrike, and support the strategic account executive in further showcasing the value of Wrike
• Understand customer use cases and work processes to provide the best guidance on how to optimize Wrike usage and unlock the most value
• Work proactively with our account management team to retain revenue in your book of business while identifying upsell opportunities
• Build Success Plans & conduct Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike on team productivity
• Run periodic reviews of customer Wrike workspaces to ensure they are using functionality optimally
• Partner with our marketing team to identify references and case studies
• Advocate for customers in meetings with Wrike Product Managers; help our PMs shape evolution of the product by bringing in the voice of the customer
• Quarterback your accounts by overseeing multiple moving initiatives and coordinating various Wrike teams as they engage with your customers
• Experience in a customer facing-role (4+ years) supporting enterprise market clients, ideally in an account management or customer success/services role
• Experience working with marketing teams, IT teams, PMO teams
• Able to build and maintain strong relationships with a diverse set of clients, including executives
• You are knowledgeable, experienced in project management, business process redesign, and change management
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Wrike's financial impact
• Strong public speaking skills: able to lead C-Level conversations around business optimization
• Passionate about teaching/instilling knowledge in others
• Willing to dive into technical details of a product to understand it thoroughly
• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
• Excellent organization, note taking, project management, and time management skills
• Masterful project manager, overseeing and driving several concurrent initiatives within an account and/or across a portfolio of accounts