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WorkFusion // robotic automation software
 
Sales, Full Time    New York    Posted: Friday, November 08, 2019
 
   
 
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JOB DETAILS
 
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 Account Manager is a strategic, results-oriented leader who is responsible for managing WorkFusion accounts through a customer journey from investment to implementation, ROI & automation maturity.  A trusted advisor to our customers, the Account Manager builds strong partnerships within the customer organization, drives adoption of our products/solutions, & ultimately ensures they realize value from their investment. Account Managers work closely with the customer to devise strategic plans & oversees the follow-thorough, utilizing the wider WorkFusion team as necessary.

The Account Manager is accountable for the Customer's overall success with WorkFusion, including renewals, adoption of WorkFusion solutions, customer health, & satisfaction.  Ultimately the mission should be to grow and/or sustain the account for which he or she is responsible. The Account Manager reports to the SVP, Strategic Services or someone he/she designates.    
 
Key responsibilities
Customer Partnership
        Build & maintain a trusted advisor relationship with customer stakeholders & executive sponsors by providing actionable insights that enable them to capture the full value from WorkFusion products
        Foster innovation sharing best practices & new ways customers can mature in their automation journey & leverage WorkFusion solutions
        Provide continuous analysis of customers' needs & promote upgrades and/or additional features to meet their requirements
        Be the voice of the customer internally at WorkFusion- sharing process improvements & asks back into the internal ecosystem
        Ensure client satisfaction & engagement
        Identify Customer risk & work with extended WorkFusion team to create & execute on get well plans
        Identify & recommend training for customers in order to advance the adoption/establishment of an automation COE
        Lead development & delivery of structured, metrics-driven quarterly business reviews
        Travel up to 50% domestically and/or internationally as needed

Business & Financial
        Drive all financial aspects of the account, including P&L, forecasting, & leakage mitigation, towards designated targets
        Drive WorkFusion platform adoption & in-turn incremental revenue through increased use
        Collaborate in the negotiation, drafting & execution of SOWs, ELAs & other contractual agreements with customers
        Ensure security compliance is understood & practiced by WorkFusion, partners & other contractors (including GDPR & other applicable privacy regulations)

Cross-functional team leadership
        Effectively network within accounts in order to achieve successful execution of the customer's strategy & roadmap
        Supervise the timely & successful delivery of our solutions according to customer needs & objectives by coordinating with program management & delivery teams
        Evaluate, coordinate, onboard & engage partner suppliers involved in WorkFusion implementation & delivery
        Gather product & service feedback for use by other team members & inform the WorkFusion product roadmap
        Communicate policies & oversee compliance in areas such as privacy, information security, & license usage

Program Management (as & when needed)
        Develop customer governance model that aligns objectives to initiatives while ensuring customer success
        Together with the customer develop a program roadmap that clearly articulates success criteria
        Facilitate overall execution of program & value delivery
        Proactively track & report on all initiatives that make up the program
        Facilitate the creation of a program roadmap, in close collaboration with the Customer & other relevant stakeholders
        Facilitate the creation of project/program documentation  

Minimum Qualifications/Experience
        Minimum of 5+ years of experience for Account Mgr; BA/BS degree or equivalent required, MBA preferred
        Strong analytical & problem-solving skills
        Strong communication & interpersonal skills, with the ability to effectively navigate & mediate conflict & foster joint partnership
        Demonstrated experience in delivering customer success
        Self-motivated, team-oriented, very responsible, & focused on exceeding client expectations
        Ability to prioritize, multi-task, & perform effectively under pressure
 
Preferred Qualifications/Experience
        Experience as an Account Manager working in a Software/Solutions environment preferred
        Experience in a consulting environment        
        Familiarity with RPA/ML Software
        High degree of Emotional Intelligence (EQ)
        Skilled at Program Management, helping to effectively drive change across groups by engaging key stakeholders
        Proven effectiveness at leading & facilitating executive meetings & workshops
        Proven experience with account planning & customer success plans
        Demonstrated ability to communicate, present, & influence at all levels of the organization, including C-level
        Proven ability to manage multiple projects at a time while paying strict attention to detail
 
 
 
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