Responsibilities
- 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
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
Nice to Have
- 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
Work Arrangement
Remote (Worldwide)
Additional Information
- An estimated 25% travel is required.
