Senior Customer Success Manager

Workato transforms technology complexity into business opportunity, helping businesses globally streamline operations. The Senior Customer Success Manager will ensure customer success and adoption of the Workato Intelligent Automation Platform while developing strategic relationships and driving product usage.

Responsibilities:

• 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 US hours

Requirements:

• 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
• Past lead experience is a plus
• 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
• Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS
• Prior Experience in Digital Transformation