Workato - Enterprise Customer Success Manager
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Requirements
• 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. 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 • Preference will be given to candidates who: • Have prior experience as an Account Manager, Senior Member of SI/consulting firms, or CSM in hyper-growth horizontal SaaS/iPaaS companies preferred • Have prior experience in leading/driving/consulting in Digital Transformation initiatives • 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 • Have a keen intellectual curiosity, a detailed orientation approach, 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 • (REQ ID: 2695) • (REQ ID: 2695)
Responsibilities
• We are growing our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager. In this role, you will work with our Enterprise customers and ensure their success via the rapid adoption of the Workato Agentic Orchestration Platform. As an Enterprise Customer Success Manager, you will play an integral role in our business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, and Marketing, among others.In this role, you will also be responsible to: • Enterprise Customer Success Manager • 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 the Workato platform, increasing adoption across a 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, our customer use cases/success stories, and our best practices. Leverage the aforementioned knowledge and your technical Workato product expertise to guide the customer on their Enterprise Agentic Orchestration 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 delivering Customer Objectives reviews, Executive Business reviews, etc. • Develop a deep understanding of a customer's business, use cases, and desired outcomes 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 a Joint Success Plan, to be leveraged by our sponsors, outlining progress with Workato mapped to their business initiatives, value, deployment plans, etc. • Monitor customers' achievement of desired outcomes 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/orchestrate resolution of customer requests or issues • Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally 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 risk mitigation plans, following our playbooks, best practices, and documentation requirement • Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency
Benefits
• Our employee benefits are designed not just to help everyone at Workato fulfill their basic and tangible needs, but also feel appreciated for their contributions to the company. • Where possible, we tailor these benefits to the specific countries that our employees are based in. Some of them include: • Employee Assistance Programme (EAP) • Health insurance • Referral bonuses • Workato stock options • Professional Development Opportunities • We are invested in the long-term professional development of our people, beyond what they bring to the table on their first day at work. • We support individual career ambitions, and set aside training programs and budgets they can tap on to upgrade both soft and hard skills. • Dedicated Wellness & Recreation Time • We make it a point to dedicate time to pause, recharge and get to know each other better. • From virtual game nights to fitness sessions, there's always time for a little fun on the calendars. • Senior Manager, Talent Acquisition • We’re All Around The World • Palo Alto (HQ) • 1530 Page Mill • Road Palo Alto CA • CA • 94304 • Japan • Gran Tokyo South Tower 9F, 1-9-2 Marunouchi, Chiyoda, Tokyo • Tokyo • 100-6611 • San Francisco • 600 Harrison Street, Suite 110 • San Francisco • CA • 94107 • Santa Cruz • 101 Cooper Street, Room 201 • Santa Cruz • CA • 95060 • Seattle • 1201 3rd Avenue, #22W101 • Seattle • WA • 98101 • United Kingdom • 6th Floor One London Wall, London • London • EC2R 8EJ • Chicago • 20 West Kinzie Street # 10072 • Chicago • IL • 60654 • New York • 110 Wall Street #4-007 • New York • NY • 10005 • Singapore • 6 Temasek Boulevard, Suntec Tower four, #22-01/02/03/06 • Singapore • 038986 • Philippines • 6th floor, Asian Star Bldg, Asean Drive • Filinvest Corporate City • Alabang • Ireland • Charlemont Exchange, Charlemont St, Saint Kevin's • Dublin • D02 VN88 • Denver • 1005 S Gaylord St, Suite 210 • Denver • CO • 80209 • Spain • Avinguda Catedral 6 • Barcelona • Germany • Rosental 7 • München (Munich) • 80331 • Israel • 30 Shlomo Ibn Gabirol St • Tel Aviv • 6407807 • Sydney, Australia • Sound Exciting? • All Departments • Let’s start automating
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