Customer Success Manager Sydney
1 month ago
We are seeking a highly skilled Customer Success Manager to join our team at WalkMe. As a Customer Success Manager, you will be responsible for ensuring the success of our customers by providing them with the support and guidance they need to get the most out of our Digital Adoption Platform.
Key Responsibilities- Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue uplifting their digital maturity.
- Educate customers on the most relevant features of their specific requirements.
- Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
- Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
- Work with internal WalkMe Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation options.
- Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.
- 5+ years of customer advocacy and engagement experience in Enterprise SaaS Customer Success, account management, or post-sales relationship management working with Fortune 100 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You've maintained a book of 4-6 Strategic customer accounts.
- Increase customer satisfaction, adoption, and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run return on investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. We focus on the whole person, celebrating what makes us unique, and create space for community. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request.
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