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WalkMe

Posted 19 days ago

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Senior Customer Success Manager

BerlinHybridFull-time

AI Summary

Senior Customer Success Manager at WalkMe responsible for guiding Fortune 1000 customers to maximize value from the WalkMe Digital Adoption Platform, conducting Executive Business Reviews, and driving adoption, retention, and expansion.

About this role

Industry leader? Well, how about an industry creator?!
WalkMe, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. WalkMe guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform. Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust WalkMe. WalkMe turns AI potential into AI performance.
So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!

We’re looking for a Senior Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level.
As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.

What You'll Own

  • Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
  • Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion.
  • Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
  • Educate customers on the most relevant features of their specific requirements.
  • Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
  • Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
  • Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
  • Monitor customer health to reach out to customers before risks escalate and identify remediation options.
  • Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

    • What You'll Need to Succeed

  • 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
  • Experience managing a quarterly retention and growth quota.
  • You've maintained a book of Enterprise customer accounts (4000+ Employees).
  • Increase customer satisfaction, adoption, and retention applying to a technical product.
  • High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
  • Fluent in both English and German.

    • What Sets Us Apart

  • At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
  • Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
  • WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
  • WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
  • WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
  • Robust Retirement Contributions: Ask HR about the specific offerings for your region!
  • SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

    • Skills

    Account ManagementAccount PlanningAdoption ScoringCustomer Health MonitoringCustomer SuccessDigital Adoption PlatformEnterprise SaaSExecutive Business ReviewsProduct RoadmapRenewal ManagementROI AnalysisSales Discovery

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