Enterprise Customer Success Manager

The Mom Project is excited to partner with our client, Workato - a leading Enterprise Automation Platform that enables both business and IT teams to integrate their apps and automate business workflows without compromising security and governance - in their search for an Enterprise Customer Success Manager. This role is 100% remote and candidates must reside in the Eastern or Central time zone.

At Workato, they are a team moved by innovation — a passion to create the best possible way and the drive to continue to make it better. They also believe in the power of their team, knowing that they only succeed if they all succeed together.

We are expanding our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager to join our team. In this role, you will be working with our large Enterprise customers and ensure their success via rapid adoption of the Workato Intelligent Automation Platform. Enterprise Customer Success Managers play an integral role in our business as trusted customer advisors, and serve as the customer advocates liaising between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, 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 Workato platform, increasing adoption across variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction
• Develop a strong command of Workato’s unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, and our customer use-cases/success stories as well as 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 objectives
• Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.
• Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via Workato’s 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/functions
• Create customer assets, including Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc.
• Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Serve as the primary point of escalation when customer issues arise, and effectively prioritize and orchestrate resolution of customer requests or issues
• Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth
• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirement
• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

• BS or equivalent education
• 7+ 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. Prior experience as an Account Executive, Senior Member of a large consulting firm or CSM in hyper-growth SaaS/iPaaS companies preferred
• Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
• Strong 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 organizations
• Experience 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 Organizations
• Prior Experience in Digital Transformation preferred

• Ability to develop an understanding of large complex businesses with many stakeholders
• Comfortable operating with revenue targets
• Strong sense of customer empathy and customer-centricity
• Grit and resilience to manage occasional tough & complex situations
• Excellent interpersonal and communication skills
• Strong problem-solving and analytical thinking
• Project management and storytelling skills
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• Project management and storytelling skills
• Have a keen intellectual curiosity, detailed orientation, and possess analytical abilities
• Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers
• Be a self-motivated team player who loves to drive Impact beyond their current role
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

• Salary Commensurate with experience
• Flexible Working Arrangements: We want to empower our employees to give us their 110%, and still be able to fully live their personal lives beyond what they do at Workato. To that end, we maintain a hybrid remote work model and provide everyone with best-of-breed technology tools that enable them to work anywhere, anytime.
• Great Employee Benefits: Our employee benefits are designed not just to help everyone at Workato fulfill their basic and tangible needs, but also feel appreciated for their contributions to the company. Where possible, we tailor these benefits to the specific countries that our employees are based in. Some of them include the Employee Assistance Programme (EAP); Health insurance; Referral bonuses; and Workato stock options.
• Professional Development Opportunities: We are invested in the long-term professional development of our people, beyond what they bring to the table on their first day at work. We support individual career ambitions and set aside training programs and budgets they can tap into to upgrade both soft and hard skills.
• Dedicated Wellness & Recreation Time: We make it a point to dedicate time to pause, recharge, and get to know each other better. From virtual game nights to fitness & sessions, there's always time for a little fun on the calendars.