Digital Adoption Platform Manager

3 days ago

Austin, Texas, United States WalkMe Full time
Job Title: Manager, Customer Success Operations

WalkMe is a pioneer in the Digital Adoption Platform (DAP) space, empowering business leaders to unlock the full potential of technology in today's digital world. As a Manager, Customer Success Operations, you will play a crucial role in establishing an efficient approach to Customer Success Operations, influencing and applying standard process methodologies for the Customer Success function within the Customer Success Group.

Key Responsibilities:
  • Develop operational procedures for the CSG Customer Success organization to drive efficiency and scalability.
  • Collaborate with senior team members globally across Operations, Customer Success, Services, Renewals, Sales, and Product teams to communicate changes and drive alignment.
  • Review current policies, identify gaps, and help improve processes to ensure remote teams stay current as the business grows and changes.
  • Establish and enforce standards of excellence across the Customer Success organization to drive customer satisfaction and loyalty.
  • Align CSG Ops objectives with Customer Success organization's strategic goals to ensure seamless execution.
  • Drive the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies to stay ahead of the competition.
  • Provide expert guidance to various teams and departments within the Customer Success organization to ensure successful execution.
  • Evaluate and evolve the customer journey to better leverage digital and scaled motions, through reimagined processes, technology, and data.
  • Ensure compliance with relevant standards and Customer Success organizational policies to maintain a high level of integrity.
  • Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team.
  • Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack toolsets.
  • Identify and manage risks that could impact the Customer Success organization's performance.
  • Identify and measure areas of operational improvements to increase customer value.
  • Help troubleshoot operational issues as they surface and propose changes to processes.
  • Create ad hoc analysis, reporting, and presentations to support business decisions.
Requirements:
  • 3+ years of experience in an operations capacity, working in or supporting Customer Success organizations (CSMs, Scaled and Digital), with a focus on retention, renewals, and expansions.
  • 2+ years of experience working with a Customer Success Platform (Gainsight, Planhat, Catalyst, Totango or similar).
  • Proven experience in SFDC and its business data structure.
  • Proven experience redesigning journey touchpoints to incorporate digital touchpoints to drive more scale across all segments or within specific segments.
  • Seasoned analytics; data analysis and reporting for leadership, GTM Dashboard/reporting interpreting, buildup facilitation, and maintenance.
  • Experience working with Tableau, or BI tools.
  • CS, Scaled & Digital Success department performance KPIs.
  • Customer Health, Risk Management, and trending modeling to foster renewal and expansion.
  • Project management and change management skills.
  • Experience influencing and leading a team toward achieving goals.
  • Problem-solving skills with the ability to conduct qualitative and quantitative analysis.
  • Team player that operates with the highest level of integrity.
  • Knowledge in building models for predicting renewals and churn based on correlated data a plus.
About WalkMe:
  • WalkMe is dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives.
  • We seek to hire and develop the best talent, bringing a range of perspectives, experiences, and backgrounds to the DAP category.
  • We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status, or any other characteristic.
  • We offer flexible work arrangements, including remote/hybrid and flexible hours, to help manage work commitments and personal life effectively.
  • We focus on the whole person, celebrating what makes us unique, and create space for community.
  • We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • We provide comprehensive health care coverage for our employees and families, a 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
  • WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row.
  • WalkMe helps international companies such as IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics, and more.

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