At WorkFusion, we build software that is changing the world & transforming workplaces. Our technology automates repetitive, data-intensive work so people can be freed from the mundane to pursue the meaningful, companies can grow further, & customers can be served faster & better.
WorkFusion is increasingly recognized as the world leader in industry-specific process automation, offering AI-powered software with particular focus on the needs of banking, financial services, & insurance enterprises. Our Intelligent Automation Cloud combines RPA, machine learning & analytics in one unrivaled platform that can be deployed quickly & scale without limit. We compete in the world's fastest-growing software segment & we are growing at record pace with customers spanning the globe.
As the health & safety of our teams is always a primary concern, we are currently a primarily remote workforce worldwide. Officially, our headquarters is in New York City (on Wall Street) with additional hubs in Canada, Europe & Asia.
The Senior Customer Success Manager (CSM) is responsible for cultivating & maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction & recognition of ROI. The Sr. CSM works closely with our customers alongside Sales, Customer Support, Professional Services & Product Management to ensure our solutions are delivered successfully. As a Customer Success Manager with WorkFusion, you will be driving adoption & successful outcomes leading to renewals, expansion, & advocacy across your portfolio.
Manage all aspects of the customer journey to deliver ROI & positive customer experiences
Build & maintain a trusted advisor relationship with customer stakeholders & executive sponsors
Coordinate cross-departmental communications to customers
Serve as the primary point of contact for support & services coordination & escalations
Drive WorkFusion adoption & utilization through coaching & best practice advisement
Provide continuous analysis of customers' needs & promote services, upgrades or additional features to meet their requirements
Manage, track & report on key metrics as part of a Success Measurement Framework
Identify & drive advocacy activities, including radiating references & success stories
Maintain a detailed understanding of WorkFusion products, services & industry use cases
Foster innovation sharing best practices & new ways customers can mature in their automation journey & leverage WorkFusion solutions
Solicit participation for customer surveys & other advisory activities
Monitor customer health scores & recommend prescriptive actions for customers at risk
Manage the negotiation, drafting & execution of add-on services SOWs & services renewals
Contribute to P&L tracking at the account level
Collaborate closely with Account Executives to support renewals & expansion opportunities
Participate with Account Executives in ongoing account planning & account reviews
Prepare & deliver Quarterly Business Reviews
Represent the voice of the customer, providing input & improvements to WorkFusion products, marketing, sales, services & support
Bachelor's degree & 6+ years of experience in a customer-facing role, such as Customer Success, Consulting, Customer Support or Account Management
Experience in a B-to-B software organization Possess strong phone, written & verbal communication skills with excellent presentation skills
Demonstrated client management skills
Confident, high energy, self-motivated & a true team player
Experience working with senior & executive level customer contacts
Demonstrated ability & desire to work in fast-paced environment
Excellent multitasking & project management skills
Ability to understand & articulate Intelligent Automation concepts
Well-organized, with a high attention to detail & ability to prioritize
Strong analytical & problem-solving skills Willingness to travel to customer locations as needed