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.
- 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.
Nice to Have
- Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred
- Prior Experience in Digital Transformation preferred.
- Experience in Integration and/or business automation.
- Past lead experience is a plus.
Work Arrangement
Remote (Worldwide)
Team
Structure: Growing team
Additional Information
- Be available to work US hours.
- For New York applicants, the base pay for this role may range between $95,000 - $130,000 plus variable, benefits, perks, and equity.
