WalkMe is hiring a
Manager, Customer Success Operations

Summary

The job is for a Manager of Customer Success Operations at WalkMe. The role involves developing operational procedures, aligning objectives with strategic goals, driving the development and implementation of best practices, providing expert guidance to various teams, evolving customer journey, ensuring compliance with relevant standards, partnering with Infosystem and Business Intelligence teams, identifying and managing risks, and creating ad hoc analysis, reporting, and presentations. The candidate should have 3+ years of experience in an operations capacity, working in or supporting Customer Success organizations, with a focus on retention, renewals, and expansions.

Requirements

• Must have 3+ years experience in an operations capacity, working in or supporting Customer Success organizations (CSMs, Scaled and Digital), with a focus in retention, renewals, and expansions
• Must have 2+ years experience working with a Customer Success Platform (Gainsight, Planhat, Catalyst, Totango or similar)
• Proven experience in SFDC and its business data structure
• Proven experience redesigning journey touchpoints to incorporate digital touchpoints to drive more scale across all segments or within specific segments
• Seasoned analytics; data analysis and reporting for leadership. GTM Dashboard/reporting interpreting, buildup facilitation and maintenance
• Experience working with Tableau, or BI tools
• Customer Health, Risk Management, and trending modeling to foster renewal and expansion
• Project management and change management skills
• Experience influencing and leading a team toward achieving goals
• Problem-solving skills with the ability to conduct qualitative and quantitative analysis
• Team player that operates with the highest level of integrity (this is a WalkMe core value)

Responsibilities

• Develop operational procedures for the CSG Customer Success organization
• Work with and communicate changes to the senior team members globally across our Operations, Customer Success, Services, Renewals, Sales and Product teams
• Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
• Establishing and enforcing standards of excellence across the Customer Success organization
• Align CSG Ops objectives with Customer Success organization's strategic goals
• Driving the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies
• Providing expert guidance to various teams and departments within the Customer Success organization
• Evolve our customer journey to better leverage digital and scaled motions, through reimagined processes, technology, and data
• Ensuring compliance with relevant standards, and Customer Success organizational policies
• Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team
• Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack  toolsets
• Identifying and managing risks that could impact the Customer Success organization's performance
• Identify and measure areas of operational improvements to increase customer value
• Help troubleshoot operational issues as they surface; propose changes to processes
• Create ad hoc analysis, reporting, and presentations

Benefits

• Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering
• Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance
• WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!