Associate Customer Success Manager, Scale

Note:The successful candidate will be required to align their working hours with US EST business hours, specifically from 6:30 PM to 3:30 AM IST.

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 Emerging 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.

Associate Customer Success Manager, Scale

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 Emerging customers.

In this role, y ou will also be responsible to:

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  Work with a portfolio of approximately 250 Emerging customers to increase adoption, deepen engagement, and grow retention rates



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  Work directly with Workato s Emerging customers to help them achieve their desired outcomes and achieve success with the product.



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  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



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  Resolve inbound customer requests in an efficient and powerful manner



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  Proactively engage at-risk customers in strategic 1:1 engagements based on data signals, to reduce the overall level of risk for the customer base.



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  Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio



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  Represent the voice of the customer and influence the product development roadmap.



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  Partner with Sales, Technical Consulting, and Product teams to ensure the customers retention and maximize the account potential with an excellent customer experience

Requirements

Qualifications / Experience / Soft Skills

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  2+ years of experience in customer-facing roles.



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  Strong sense of customer empathy and being customer-centered



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  Excellent interpersonal, communication, and persuasion skills



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  Strong problem solving and analytical thinking skills



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  Ability to collaboratively build assets and materials for customers and colleagues



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



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



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  Familiarity with integration technology landscape