Job Description
Workato is the operating system for today's fast-moving business. As a high growth company with over 6000 customers, Workato is revolutionizing the integration and automation market with investments from the top 3 SaaS companies - Salesforce, Workday, ServiceNow. Recognized as a leader by both Gartner and Forrester, it is the only AI-based platform that enables both business and IT to integrate their apps and automate workflows across their enterprise with robust security and governance. Some of the world's top brands including Slack, Grab, Box, Visa, Broadcom run on Workato.
We are looking for an exceptional CUSTOMER SUCCESS MANAGER to join our growing team. In this role, you will be working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform.
Workato has a positive, diverse, and collaborative culture—we look for people who are curious, inventive, smart, hardworking and work to be a little better every day. Workato has also been recognized amongst the "Top 47 Enterprise Startups to Bet Your Career On in 2020", the "Hottest 13 Productivity Software Startups to Watch in 2020!", and the "Top 15 startups helping even non-programmers build simple apps, ahead of an expected software developer shortage" by Business Insider.
RESPONSIBILITY
Develop and maintain strategic business relationships with enterprise customers to drive adoption and expansion in upselling and cross selling
Provide technical Workato product expertise Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes.
Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups
Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
Become the trusted customer advisor and be the customer advocate within Workato
REQUIREMENTS
BS or equivalent education
5+ years of experience in consulting, customer success management and technical account management. PRIOR EXPERIENCE AS A CSM IN SAAS/IPAAS PREFERRED
Account management experience, customer success experience a strong plus
Awareness of each of the following roles day to day processes and expertise in several; People, Marketing, Sales, Customer and Finance Operations
Impressive track record of high customer retention and growth
Strong sense of customer empathy and customer-centrism
Excellent interpersonal and communication skills
Strong problem solving and analytical thinking
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
A passion for and belief in the power of automation to drive business value
PRIOR EXPERIENCE IN DIGITAL TRANSFORMATION PREFERRED
WHY WORKATO?
Supportive, collaborative, international team environment that supports remote employees (currently all of us!)
Long-term prospects for a professional career in a high growth company
Flexible Work culture
Be part of a community-oriented organization with a history of giving back
Best in class technology tools to empower you to do your best work
Support for professional development and continuous learning
Wellness programs, including fitness challenges and an occasional company day off to recover from Zoom fatigue
Company-sponsored team-bonding activities and team celebrations
Employee and Customer referral bonuses
ALL FULL-TIME REGULAR EMPLOYEES IN THE US will also have the following benefits:
Workato Stock Options at one of Silicon Valley's fastest growing startups
Health benefits: Medical, dental, vision for you and family
Pre-tax benefits: Flexible spending account, 401k, commuter benefits
Company-paid life insurance and short/long-term disability insurance
Employee Assistance program