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Lead Customer Success Strategist
2 months ago
About WalkMe
WalkMe has revolutionized the Digital Adoption Platform (DAP) to enable organizations to harness the full potential of technology in an increasingly complex digital landscape.
Your Role
As a Lead Customer Success Strategist, you will serve as a key advisor to a select group of high-profile clients, overseeing a portfolio that generates significant annual revenue. Your primary objective will be to ensure that clients derive maximum benefit from the WalkMe platform.
Key Responsibilities
- Act as the 'voice of the customer' within the organization, providing valuable insights to enhance customer satisfaction and retention.
- Organize and conduct Executive Business Reviews, focusing on increasing platform adoption and demonstrating Return on Investment to facilitate renewals and expansions.
- Maintain a comprehensive understanding of our product offerings and future developments to effectively guide clients toward success and improve their Adoption Score.
- Educate clients on the most pertinent features tailored to their specific needs.
- Stay informed about industry trends and challenges related to digital adoption, identifying current and potential use cases for WalkMe.
- Cultivate and nurture strategic relationships with key stakeholders, including Decision Makers and Economic Buyers, by advising on best practices for platform utilization to mitigate risks and achieve their objectives.
Collaboration and Monitoring
- Collaborate with internal teams to create a Success Plan that addresses immediate and future client needs, complete with success metrics.
- Monitor client health proactively to identify potential risks and implement remediation strategies before issues escalate.
- Partner with the WalkMe Account Team to ensure client renewals and growth opportunities are maximized.
Qualifications
- A minimum of 7 years of experience in customer advocacy and engagement within Enterprise SaaS, particularly with Fortune 100 companies.
- Proven track record in managing retention and growth targets.
- Experience with a portfolio of strategic customer accounts.
- Ability to enhance customer satisfaction and adoption rates for technical products.
- Strong skills in sales discovery methodologies and experience in enterprise solution sales, collaborating with account executives to drive sales opportunities.
What Makes Us Unique
At WalkMe, we are committed to building a diverse workforce that reflects the global community we serve. We prioritize inclusive initiatives, equitable pay, and a supportive culture that values the unique experiences of each team member.
Benefits
- Flexible work arrangements to support work-life balance.
- A culture that celebrates individuality and fosters community.
- Opportunities for professional development and continuous learning.
- Comprehensive health care coverage, a 401(k) program with company matching, and a vacation policy designed to promote a healthy work-life balance.
Join us in making a significant impact in the realm of digital adoption.
