Associate Customer Success Manager

Summary

Join Workato's Customer Success Team as an Associate Scale Customer Success Manager and play a key role in driving customer adoption, engagement, and retention within the APJ region. You will work with approximately 300 Scale customers, leveraging data to identify opportunities for increased value through Workato. This high-impact role involves strategic 1:1 engagements and facilitating 1:many success programs. You will resolve customer requests, proactively engage at-risk customers, and develop strategies for business success. Furthermore, you will represent customer needs to influence product development and collaborate with various teams to maximize account potential and deliver excellent customer experiences. Workato offers a flexible, trust-oriented culture and a multitude of benefits.

Requirements

• 2+ years of experience in customer-facing roles
• Strong sense of customer empathy and being customer-centered
• Familiarity with integration technology landscape
• Strong problem solving and analytical thinking skills
• Ability to collaboratively build assets and materials for customers and colleagues
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
• A passion for and belief in the power of automation to drive business value
• Excellent interpersonal, communication, and persuasion skills

Responsibilities

• Work with a portfolio of approximately 300 Scale customers across the APJ region 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
• 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
• Resolve inbound customer requests in an efficient and powerful manner
• 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
• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
• 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