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WorkFusion // robotic automation software
 
New York    Posted: Wednesday, October 07, 2020
 
   
 
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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. 

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. 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 Business & Financial 
        Manage the negotiation, drafting & execution of add-on services SOWs & services renewals 
        Contribute to P&L tracking at the account level Cross-functional 
        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   

Qualifications/Experience 
        Bachelor's degree & 5+ 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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