Senior Practice Manager

2 weeks ago

Sydney, New South Wales, Australia Workato Inc Full time

We are in search of an experienced Senior Practice Manager to become part of our Professional Services crew and help grow our Professional Services practice in the APJ region. Senior Practice Managers at Workato are vital for our business expansion and play a crucial role in aiding organizations in utilizing our platforms throughout the enterprise. They are key in aligning customer integration strategies with Workato's proven GEARS Framework (for direct clients) and Embedded Product Guide Framework (for embedded clients).

As a Senior Practice Manager, you will take charge of expanding our APJ professional services practice and guiding customers in creating their implementation roadmaps from pre-sales to go-live, all while fostering trusted relationships, including with C-level executives. The primary objective is to kick off the services pipeline, handle the full services sales cycle, and oversee relationships post services sale. Additionally, you will be tasked with establishing the APJ professional services practice from scratch - determining necessary headcount and resource management. Ultimately, the aim is to help customers derive significant business value from their Workato investment by becoming a trusted advisor and guiding them through their lifecycle to drive platform adoption across the enterprise.

An outstanding Senior Practice Manager must:

  • Have extensive professional services expertise and a background in building a professional services practice.
  • Demonstrate strategic thinking, exceptional enterprise sales skills, and cross-functional abilities.
  • Maintain a customer-centric approach and uphold high levels of customer satisfaction.
  • Display high energy, possessing robust value-based sales management skills.
  • Deliver engaging presentations and effectively communicate Workato's perspective to C-level clientele.
  • Ensure clear communication channels by collaborating with our sales, customer success, and product teams.
  • Be adept at operating in a startup environment to rapidly develop a department.
  • Success in this role is gauged by departmental growth and customer platform adoption.
Responsibilities

We are seeking an outstanding Senior Practice Manager to join our expanding team. Your responsibilities will include:

  • Identifying services opportunities and developing a services pipeline in the APJ region.
  • Driving services sales alongside enterprise software sales and collaborating with our sales and customer success teams.
  • Occasionally coaching internal teams on the services sales cycle and associated expectations.
  • Maintaining precise forecasting practices for professional services opportunities and leveraging industry know-how to comprehend customer motivations and business drivers for desired outcomes.
  • Creating a compelling vision and articulating through services proposals how our solutions can yield quantifiable success and business value from a customer's investment in the Workato Platform.
  • Drafting statements of work (SOWs) and managing legal reviews of such contracts.
  • Facilitating knowledge transfer from pre-sales to post-sales services team.
  • Nurturing client relationships throughout services engagements, engaging customers, particularly senior stakeholders, with a consultative approach to position Workato and yourself as trusted advisor.
  • Developing a profound understanding of Workato's proprietary frameworks (GEARS and Embedded Product Guide) and contributing to these frameworks by offering feedback from implementations.
  • Ensuring customer satisfaction targets are surpassed or met in every services engagement.
  • Being a Workato advocate, showcasing how Workato can efficaciously satisfy companies' business automation needs across various industries via professional services engagements.
  • Establishing yourself as a trusted advisor to customers and partners for advancing their automation and integration roadmaps.
  • Contributing to professional services department growth by creating or enriching content like presentations, templates, success stories, etc., for customer use and team enablement.
  • Playing a crucial role in recruiting and guiding new professional services team members, such as Delivery Managers, Strategic Advisors, and Technical Architects.
  • Enhancing our delivery methodology, services practice, and industry perspectives.
RequirementsRequired:
  • Over 10 years of experience selling professional services for a strategic consulting firm, large-scale system integrator, or professional services unit within a software company.
  • Experience owning a P&L for a services organization or department.
  • Proficiency in creating statements of work (SOWs) and navigating complex enterprise legal processes.
  • Proven ability to cultivate and retain C-level relationships that acknowledge you as a trusted advisor.
  • Experience expanding accounts with significant and complex pursuits ($M+).
  • Background in project and/or account management.
  • Highly collaborative and excels in intricate, matrixed environments.
  • Thrives in a fast-paced, high-growth, and unpredictable setting.
  • Previous experience in a startup environment and in scaling a professional services team.
  • Communication skills to effectively engage with both technical and business stakeholders, conveying ideas and fostering collaboration in a cross-functional environment.
  • Strong interpersonal skills, capable of articulating and relating ideas to others, working collaboratively across functions.
  • Excellent verbal and written communication skills, able to visually present ideas and conduct professional presentations.
  • Self-motivated, able to work autonomously or within a distributed team, and ready to take charge of situations and challenges.
  • Willingness to assume management responsibilities as the organization expands.
  • Ability to travel up to 50%.

Preferred:

  • Prior experience in iPaaS sales.
  • Possession of PMP or Scrum certifications.
  • Broad understanding of key applications like Salesforce, Netsuite, Workday, ServiceNow, SAP, EBusiness Suite, and Databases.
  • Experience with enterprise business accounts.
  • Track record of continuously learning new technologies and driving software expansions through professional services engagements.

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