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WorkFusion // robotic automation software
 
New York    Posted: Thursday, December 02, 2021
 
   
 
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JOB DETAILS
 
About us
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.

Position:
The Customer Success Manager (CSM) is responsible for cultivating & maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction, recognition of ROI, & maturity development across the customer journey. The 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.

Key Responsibilities:
·       Achieve customer revenue growth targets through service line sales; manage the negotiation, drafting & execution of add-on services SOWs & services renewals
·       Set & manage Customer Objectives & Key Results (OKRs) framework
·       Manage Customer Health, Growth, Strategic Programs & Software adoption
·       Identify & drive advocacy activities, including radiating references & success stories
·       Build & maintain a trusted advisor relationship with customer stakeholders & executive sponsors
·       Champion the voice of the customer & influence internal stakeholders by promoting a customer-centric mindset
·       Partner with account executives to champion customer journey playbook execution
·       Partner with account executives to support renewals & expansion opportunities, account planning & account reviews
·       Partner with customer support specialist team to manage support/DSQ tickets to resolution
·       Partner with delivery manager to drive successful professional services implementations
·       Maintain a solid understanding of assigned customers' automation needs, implemented use cases, success metrics & value realization
·       Partner with automation consultants & customer to manage a book of work & pipeline of future automation growth
·       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
·       Influence future lifetime value through increase utilization, value realization, customer satisfaction & health scores
·       Manage Customer Journey via Playbook execution
·       Manage customer margins & departmental P&L
·       Partner with systems integrators for services scale
 
Qualifications/Experience:
·       Customer obsession
·       Relevant Bachelor's degree & 6+ years experience  Customer Success roles in fast-paced, dynamic environments
·       Experience in B2B consultative sales
·       Deep understanding of value drivers in recurring revenue business models
·       Proven track record in post-sales environments
·       Self-motivated, team-oriented, & focused on exceeding client expectations
·       Strong empathy for customers AND passion for revenue & growth
·       Bold, enthusiastic, creative, & inquisitive
·       Genuine passion & commitment to providing world class customer experiences
·       Effective influencer, negotiator, collaborator & communicator
·       Exceptional relationship builder 
·       Proven ability to deliver results in a high-performance organization
·       Excellent critical thinking skills & an ability to ensure resolution/closure of problems.
·       Analytical, process & goal-oriented mindset
·       Composed, evidence-based decision maker with a willingness to be bold & experiment
·       Prior experience leading enterprise software and/or SaaS client implementations
·       A strong strategic vision for the customer experience, professional services, & customer support
·       A strong customer advocate with the ability & willingness to engage directly with customers
·       Understanding of the balance between internal services, external partners & how to leverage both effectively to support customer adoption & growth plans
·       Empathy, humility, & active listener
·       Proven time management skills in a dynamic team environment
·       Willingness & ability to travel up to 25% of the time, post-COVID

 
 
 
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