Enterprise Customer Success Manager

Enterprise Customer Success ManagerWorkato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more.Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care. That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. If this sounds right up your alley, please submit an application. We look forward to getting to know you Also, feel free to check out why:Business Insider named us an "enterprise startup to bet your career on"Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the worldDeloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North AmericaQuartz ranked us the #1 best company for remote workersResponsibilitiesWe 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 Intelligent Automation 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: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 satisfactionDevelop a strong command of Workatos 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 Automation 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 objectivesDevelop 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 customers business, use cases, and desired outcomes to guide them to achieve these via Workatos 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/functionsCreate 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 stakeholdersBe the expert in deployment models and governance structures and share best practices from a business and technical perspectiveServe as the primary point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issuesDevelop 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 growthProfessionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following our playbooks, best practices, and documentation requirementsContribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiencyRequirementsQualifications / Experience / Technical SkillsBS or equivalent education7+ 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 companiesTrack record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomesStrong 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 organizationsExperience 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 OrganizationsPreference 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 preferredHave prior experience in leading/driving/consulting in Digital Transformation initiativesAre in US/Canada Central or West Time ZonesAn estimated 25% travel is required.Soft Skills / Personal CharacteristicsAbility to develop an understanding of large complex businesses with many stakeholdersComfortable operating with revenue targetsStrong sense of customer empathy and customer-centricityGrit and resilience to manage occasional tough & complex situationsExcellent interpersonal and communication skillsStrong problem-solving and analytical thinkingProject management and storytelling skillsEntrepreneurial drive and comfort working in ambiguous, quickly changing environmentsA passion for and belief in the power of automation to drive business valueHave a keen intellectual curiosity, a detailed orientation approach, and possess analytical abilitiesPassion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customersBe a self-motivated team player who loves to drive impact beyond their current roleShow an appreciation for nuance and a desire to build consensus in a diverse and multicultural environmentThe pay for this role may range between $140,000 - $160,000 plus variable, benefits, perks, and equity.