Associate Customer Success Manager, Scale (APJ)

1 Month ago • 2 Years + • Customer Service

Job Summary

Job Description

Workato is seeking an Associate Scale Customer Success Manager for the APJ region. This role is crucial for developing customer champions, driving product adoption, and helping customers achieve their goals to ensure renewal and expansion. The Associate CSM will manage a portfolio of approximately 300 Scale customers, utilizing a mix of digital programs and targeted human engagements. Responsibilities include helping customers achieve desired outcomes with Workato, delivering value through 1:many programs like trainings and webinars, resolving customer requests efficiently, and proactively engaging at-risk customers based on data signals. The role also involves creating strategic work plans, influencing product development, and partnering with Sales, Technical Consulting, and Product teams to maximize account potential and ensure excellent customer experience.
Must have:
  • 2+ years of customer-facing experience
  • Strong customer empathy
  • Familiarity with integration technology
  • Problem-solving and analytical skills
  • Excellent communication and persuasion skills
Good to have:
  • Ability to build assets for customers
  • Entrepreneurial drive
  • Comfort in ambiguous environments
  • Passion for automation

Job Details

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

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. 

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

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

The Customer Success Team at Workato is the frontline for developing customer champions, driving product adoption, and empowering teams to fulfill their goals so that they renew and expand. Our Scale segment of customers represent the largest segment by volume, and are supported through a unique combination of digital-led programs, strategic 1:many initiatives, and targeted high-impact 1:1 human engagements.

We are seeking an Associate Scale Customer Success Manager to work with customers in our Scale segment. The Associate Scale CSM will work with customers in strategic 1:1 engagements for high-impact customer objectives or by facilitating 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Workato.

This is a high impact role that will play a key part in building out the strategy for proactive and reactive engagement with Workato’s Scale customers.

In this role, you will also be responsible to:

  • Work with a portfolio of approximately 300 Scale customers across the APJ region to increase adoption, deepen engagement, and grow retention rates

  • Work directly with Workato’s Scale customers to help them achieve their desired outcomes and achieve success with the product.

  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, and Workato integrations

  • Resolve inbound customer requests in an efficient and powerful manner

  • Proactively engage at-risk customers in strategic 1:1 engagements based on data signals, to reduce the overall level of risk for the customer base.

  • Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio

  • Represent the voice of the customer and influence the product development roadmap.

  • Partner with Sales, Technical Consulting, and Product teams to ensure the customers' retention and maximize the account potential with an excellent customer experience

Requirements

Qualifications / Experience / Technical Skills

  • 2+ years of experience in customer-facing roles.

  • Strong sense of customer empathy and being customer-centered

  • Familiarity with integration technology landscape

Soft Skills / Personal Characteristics

  • Strong problem solving and analytical thinking skills

  • Ability to collaboratively build assets and materials for customers and colleagues 

  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment

  • A passion for and belief in the power of automation to drive business value

  • Excellent interpersonal, communication, and persuasion skills

(REQ ID: 2031)

#LI-SS1

 

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About The Company

Workato empowers enterprises to transform their business operations by orchestrating business processes end-to-end and operationalizing AI across the entire organization. Designed with best-in-class security and governance, scalability, performance, and availability, Workato’s low-code, no-code platform makes it easy for IT and business teams to orchestrate their applications, data, and experiences.


With our democratized approach to enterprise orchestration, business technologists are empowered to fuel their organization’s digital transformation. Workato is trusted by over 20,000 of the world's top brands, including Broadcom, Intuit, and Box.

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