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Senior Customer Success Manager
| Company | WalkMe |
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| Location | Raleigh, NC, USA |
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| Salary | $112000 – $125000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 7+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 100 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You’ve maintained a book of 4-6 Strategic customer accounts.
- Increase customer satisfaction, adoption, and retention applying to a technical product.
- High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
- Must be able to work 3 days per week in Raleigh office.
Responsibilities
- Be the ‘voice of the customer’ and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on investment that leads to renewals/expansion.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
- Educate customers on the most relevant features of their specific requirements.
- Understand your customer’s industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
- Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
- Work with internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
- Monitor customer health to reach out to customers before risks escalate and identify remediation options.
- Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
- Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.
Preferred Qualifications
No preferred qualifications provided.
