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

We are growing our  CS team and looking to add an exceptional  Customer Success Manager. In this role, you will work with our mid-market and commercial customers and ensure their success via the rapid adoption of the Workato Intelligent Automation Platform. As a 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, with a focus on ensuring value realization through the use of the Workato platform, increasing adoption across a variety of business and functional units, ensuring retention and supporting growth. Deliver on ambitious Renewal rate and NRR targets

• 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 customers to drive adoption, assess and evangelize value received, and assist in revenue expansion. Establish regular touchpoints with the assigned customers per established practices to review progress against strategic business and technical product objectives 

• 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

• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following our playbooks, best practices, and documentation requirement

Requirements

Qualifications / Experience / Technical Skills

• BS or equivalent education

• 2-5  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  50- 70 accounts. 

• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes

• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders 

• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations

• Experience in Integration and/or business automation is a plus . Awareness of processes and roles in these domains would be a plus: People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations

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

• 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

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