Enterprise Customer Success Manager

**About Workato**:
**Why join us?**:
Ultimately, Workato believes in fostering a **flexible, trust-oriented culture that empowers everyone to take full ownership of their roles**. We are driven by **innovation**and looking for** team players**who want to actively build our company.

But, we also believe in **balancing productivity with self-care**. That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

Also, feel free to check out why:

- Business Insider named us an "enterprise startup to bet your career on"
- Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world
- Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
- Quartz ranked us the #1 best company for remote workers

**Responsibilities**:
We are growing our Enterprise CS team and looking to add an exceptional **Enterprise Customer Success Manager**. In this role, you will work with our Enterprise customers and ensure their success via the rapid adoption of the Workato Intelligent Automation Platform. As an Enterprise Customer Success Manager, you will play an integral role in our business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, and Marketing, among others.

In this role, you will also be responsible to:

- Own a portfolio of assigned accounts that may vary in market size, industry, and complexity
- Develop a strong command of Workato's unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, our customer use cases/success stories, and our best practices
- Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in revenue expansion
- Develop a deep understanding of a customer's business, use cases, and desired outcomes to guide them to achieve these via Workato's product and services
- Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
- Serve as the primary point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issues
- Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

**Requirements**:
**Qualifications / Experience / Technical Skills**:

- 7+ years of professional experience in consulting, customer success, client relationship, or account management roles with a demonstrated track record of increasing adoption, revenue, and retention
- Experience managing a portfolio of enterprise accounts in SaaS or PaaS environment
- Ability to effectively engage both business and technical stakeholders (from Developer to C-level)
- Comfortable traveling within the APAC region (estimated 25% travel required)

**Soft Skills / Personal Characteristics**:

- Ability to develop an understanding of large complex businesses with many stakeholders
- Comfortable operating with revenue targets
- Strong sense of customer empathy and customer-centricity
- Grit and resilience to manage occasional tough & complex situations
- Excellent interpersonal and communication skills
- Strong problem-solving and analytical thinking
- Project management and storytelling skills
- Entrepreneurial drive and comfort working in ambiguous, quickly changing environments
- A passion for and belief in the power of automation to drive business value
- Project management and storytelling skills
- Have a keen intellectual curiosity, a detailed orientation approach, and possess analytical abilities
- Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers
- Be a self-motivated team player who loves to drive Impact beyond their current role
- Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment