Responsibilities

We are looking for an exceptional Customer Success Manager, Commercial to join our growing team. In this role, you will work with Chief Product Officers and their teams to roll out integration and automation capabilities to their end customers. You will provide guidance on Go-To-Market strategies, Adoption Planning, and Product Roadmaps. You will share best practices that help grow our customers' business and expand our relationships with them. If you like working on product launches and developing products over time, this is the job for you!

You will also be responsible to:

• Develop and maintain strategic business relationships with our commercial customers

• Guide customers along their journey to get the most out of their investment in Workato by advising them through the onboarding, implementation, Go-Live, alignment, renewal, and expansion phases of the customer lifecycle 

• Serve as a trusted advisor in key areas such as product pricing, marketing, sales enablement, and support operations 

• Align with executive sponsors on key objectives and measuring success 

• Deliver on ambitious  Net Revenue Retention goals for Workato 

• Evaluate renewal risk and mitigate revenue loss

• Execute regular executive business reviews to ensure alignment with customer goals and inspire product expansion

• Serve as the primary point of escalation if customer issues arise, then troubleshoot and ensure quick resolution

• Provide quantitative/qualitative analysis to inform decision making on the Workato product roadmap

• Serve as  the customer’s advocate within Workato

Requirements

• BS or equivalent education; MBA preferred

• 3+ years of experience in consulting, product management or sales operations, or similar roles that have direct experience working with customers to help them realize value 

• Consulting or roles with direct customer facing experience a plus

• Impressive track record of high customer retention and revenue expansion desired

• Integration technology knowledge

• Strong sense of customer empathy and being customer centered

• Excellent interpersonal, communication, and persuasion skills

• Strong problem solving and analytical thinking skills

• Ability to collaboratively build assets and materials for customers and colleagues 

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment

• A passion for and belief in the power of automation to drive business value

Last updated on Feb 2, 2024