Commercial Customer Success Manager

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 looking for an exceptional Commercial Customer Success Manager (ANZ) to join our growing team. In this role, you will be involved in Developing and maintaining strategic business relationships with commercial customers within the ANZ/APAC region. In this role, you will also be responsible to:

• Develop and maintain strategic business relationships with commercial customers
• Guide customers along their journey to get the most out of their investment in Workato by advising them through the onboarding, implementation, business planning, Go-Live, alignment, renewal, and expansion phases of the customer lifecycle
• Serve as a trusted advisor in key areas such as product pricing, marketing, sales enablement, and support operations
• Align with executive sponsors on key objectives and measuring success
• Deliver on ambitious Net Revenue Retention goals for Workato
• Evaluate renewal risk and mitigate revenue loss
• Execute regular executive business reviews to ensure alignment with customer goals and inspire product expansion
• Serve as the primary point of escalation if customer issues arise, then troubleshoot and ensure quick resolution
• Provide quantitative/qualitative analysis to inform decision making on the Workato product roadmap
• Serve as the customer's advocate within Workato

Requirements

Qualifications / Experience / Technical Skills

• Bachelors or equivalent education;
• 5+ years of experience in SaaS technology with a consulting, product management, product marketing sales operations, or similar background that have direct experience working with customers to help them realize value. Integration industry knowledge is strongly desirable
• Consulting or roles with direct customer facing experience a plus
• Impressive track record of high customer retention and revenue expansion desired
• Ability to travel within the ANZ and APAC regions

Soft Skills / Personal Characteristics

• Strong business acumen
• Strong sense of customer empathy and being customer centered
• Excellent interpersonal,communication, and persuasion skills
• 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