WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today’s overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.WalkMe is looking for an experienced Customer Success Manager (CSM) / Customer Success Advisor (CSA) to engage, retain and drive our customer renewals and expansion opportunities through our existing and new product offerings. The CSM completes the post-sales lifecycle for WalkMe’s portfolio of customers, serving as an advocate for each customer and accelerating the expansion of WalkMe within each account. The ideal candidate will be as passionate about WalkMe solutions as they are about providing an exceptional experience for every customer. You will report to the Chief Customer Value Officer in our Tokyo office.
Description:·
Serve as the trusted point of contact for WalkMe’s portfolio of Enterprise customers throughout the lifecycle, beginning from the point of sale and extending through on-boarding, business reviews, project success, and renewals.· Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts.· Ability to understand customer requirements, identify, up-sell and cross-sell opportunities to deepen penetration of WalkMe solution within the customer environment.· Proactively engage each account to identify risks and to ensure that every WalkMe functionality and offering is being leveraged, maximizing the value of each WalkMe subscription.· Work cohesively with professional services and sales to define project deliverables and customer’s ongoing service package needs.· Own and establish creative ways for WalkMe to increase renewals and drive long term customer success. Take a proactive approach in cross-selling and up-selling your book of business
· WalkMe· · WalkMe· WalkMeWalkMe· · WalkMeRequirements- 3+ years of relevant Customer Success / Account Management SaaS experience, with Fortune 500 organizations.
- Prior experience with owning renewals as well as expansion targets.
- Demonstrates high competency in sales discovery methodologies and strategic value and ROI discussions.
- Strong commercial and technical aptitude can confidently discuss technical aspects alongside commercial negotiations.
- Relationship management internally to establish resource needs.
- Ability to design pricing strategy and articulate commercial aspects of the agreement.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
- Natural proactive nature who works to curb reactive behaviors and go above and beyond the call of duty but approaches all situations with and empathetic and patient manner.
- Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
- Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
- Team player with the highest level of integrity. This is a WalkMe core value.
- Fluency in Japanese and business level English