Associate Customer Success Manager

Summary

Join Workato's Customer Success Team as an Associate Customer Success Manager, Scale and help build the strategy for engaging with emerging customers. You will work with approximately 250 customers to increase adoption, deepen engagement, and grow retention rates. Responsibilities include working directly with customers to achieve their desired outcomes, leveraging tools and technology to deliver value through 1:many programs, resolving customer requests, proactively engaging at-risk customers, and creating strategies for business success. You will represent the customer's voice, influencing the product development roadmap and partnering with other teams. The role requires aligning working hours with US EST business hours (6:30 PM to 3:30 AM IST).

Requirements

• 2+ 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
• 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
• Familiarity with integration technology landscape

Responsibilities

• Work with a portfolio of approximately 250 Emerging customers to increase adoption, deepen engagement, and grow retention rates
• Work directly with Workato’s Emerging 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