Enterprise Customer Success Manager

📋 Description

• • Own a portfolio of enterprise accounts with ARR ranging from $200k to multi-million, ensuring value realization, adoption, retention, and satisfaction through the Workato Intelligent Automation Platform.
• • Serve as a trusted advisor and primary point of contact for enterprise customers, acting as the liaison between customers and internal teams including Sales, Solution Consulting, Professional Services, Product, and Marketing.
• • Develop and maintain strategic relationships with senior customer executives to align Workato’s platform with their transformation initiatives, delivering Customer Objectives Reviews and Executive Business Reviews.
• • Guide customers through their Enterprise Automation journey by leveraging deep knowledge of Workato’s value propositions, use cases, best practices, and technical capabilities.
• • Develop and drive programs to expand product usage within existing customer teams and across additional business functions such as HR, Finance, Marketing, Sales, and Post-Sales Operations.
• • Create and maintain customer assets including Joint Success Plans that map Workato deployment progress to customer business initiatives, value metrics, and deployment timelines.
• • Monitor and measure customer achievement of desired outcomes, effectively communicating value stories to both internal stakeholders and key customer decision-makers.
• • Serve as the primary escalation point for customer issues, prioritizing and orchestrating timely resolutions across internal teams.
• • Build and nurture communities of customer champions and advocates within large, complex organizations to drive organic adoption and advocacy.
• • Demonstrate expertise in integration, automation, and governance models, sharing best practices from both business and technical perspectives.
• • Professionally manage your book of business with accurate reporting, growth planning, and risk mitigation strategies aligned with company playbooks and documentation standards.
• • Contribute to the evolution of the Customer Success practice by developing playbooks, improving operational efficiency, and driving process innovation.
• • Travel up to 25% of the time to meet with enterprise customers and support on-site initiatives.
• • Operate with autonomy in a fast-paced, ambiguous environment, balancing multiple priorities while maintaining a customer-centric focus and driving revenue expansion.
• • Collaborate cross-functionally to mitigate risks, enhance customer experience, and unlock growth opportunities by championing customer needs internally.
• • Maintain a deep understanding of customer business models, pain points, and desired outcomes to tailor Workato solutions that deliver measurable business value.
• • Apply strong storytelling, project management, and analytical skills to translate technical capabilities into business impact for diverse stakeholders, from developers to C-level executives.
• • Demonstrate grit and resilience in managing complex customer situations while maintaining empathy and a solutions-oriented mindset.
• • Embrace an entrepreneurial drive, showing initiative beyond defined responsibilities to build impact across the organization and customer base.