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WorkFusion // robotic automation software
London    Posted: Thursday, March 18, 2021
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About us
At WorkFusion, we're building software products that are changing the world & transforming the workplace, for the better. Our technology automates data intensive repetitive work so people can be freed from the mundane to pursue the meaningful, while companies can grow further & customers can be served faster & better.
WorkFusion is widely recognized as the world leader in intelligent process automation with its Intelligent Automation Cloud which combines RPA, machine learning & work analytics in one unrivaled platform that is easy to deploy & unlimited to scale. We compete in the fastest growing segment in software & are growing at record pace with customers spanning the globe. Our headquarters are in New York City (on Wall Street) with operations all over the world.

Our teams are dedicated to building & marketing AI-powered software for all business types, ranging from high growth startups to large enterprises with particular focus on banking, insurance, healthcare, retail, consumer products, energy, high-tech & transportation. 

The Customer Success Manager (CSM) is responsible for cultivating & maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction & recognition of ROI. 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:
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 & 3+ 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
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