Responsibilities

The Customer Success Team at Workato is the frontline for developing customer champions, driving product adoption, and empowering teams to fulfill their goals so that they renew and expand. Our Scale segment of customers represent the largest segment by volume, and are supported through a unique combination of digital-led programs, strategic 1:many initiatives, and targeted high-impact 1:1 human engagements.

We are seeking a Scale Customer Success Manager to work with customers in our Scale segment. The Scale CSM will work with customers in strategic 1:1 engagements for high-impact customer objectives or by facilitating 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Workato.

This is a high impact role that will play a key part in building out the strategy for proactive and reactive engagement with Workato’s Scale customers.

Responsibilities:

• Own a portfolio of Scale customers to increase adoption, deepen engagement, and grow retention rates.
• Work directly with Workato’s Scale customers to help them achieve their desired outcomes and achieve success with the product.
• Resolve inbound customer requests in an efficient and powerful manner
• Identify, design, and help customers achieve their goals with Workato, achieving long-term retention and growth.
• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
• Proactively engage 1:1 with targeted customers based on data signals to ensure the adoption and growth of Workato
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, and Workato integrations
• Represent the voice of the customer and influence the product development roadmap.
• Partner with Sales, Technical Consulting, and Product teams to ensure the customers' retention and maximize the account potential with an excellent customer experience

About you:

• 3+ years of experience in customer-facing roles.
• Strong sense of customer empathy and being customer-centered
• Excellent interpersonal, communication, and persuasion skills
• Strong problem solving and analytical thinking skills
• High level of technical acumen to engage in discussions with customers who are very systems minded
• Ability to connect technical capabilities to measurable business outcomes
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
• A passion for and belief in the power of automation to drive business value
• Familiarity with integration technology landscape