Commercial Customer Success Manager

• Develop and maintain strategic business relationships with customers to drive adoption and retention
• Provide technical Workato product expertise
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes
• Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups
• Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
• Become the trusted customer advisor and be the customer advocate within Workato

• BS or equivalent education
• 3+ years of experience in consulting, customer success management and technical account management. Prior experience as an Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred
• Experience in Integration and/or business automation
• Understanding of large complex businesses with many stakeholders
• Awareness of each of the following roles day to day processes and expertise in several
• People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
• Comfortable operating with revenue targets
• Impressive track record of high customer retention and growth
• Strong sense of customer empathy and customer-centrism
• Excellent interpersonal and communication skills
• Strong problem solving and analytical thinking
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• Prior Experience in Digital Transformation preferred
• Experience in Integration and/or business automation
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations
• Highly organized, able to manage many projects concurrently
• Issue management and resolution-focused
• Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact
• we want company builders
• Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set
• Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience
• Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly
• Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge
• Be available to work US hours

Prior Experience in Digital Transformation preferred