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WorkFusion // robotic automation software
 
New York    Posted: Wednesday, March 31, 2021
 
   
 
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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. 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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