Customer Success Manager

WorkFusion

Charlotte, NC, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/19/2021
  • Website: workfusion.com
  • Company Address: 48 Wall Street Suite 701, , New York, NY, 10005

About WorkFusion

WorkFusion is a company that provides a data processing platform for enterprise data operations. It monitors, extracts, and processes data by pairing human workforces with machine learning automation solutions. The company provides automation solutions for various operations to digitize business processes, such as business process management, robotic process automation, workforce orchestration, and machine learning-powered cognitive automation.

Job Description

About us
At WorkFusion, we’re building software products that are changing the world and transforming the workplace, for the better. Our technology automates data intensive repetitive work so people can be freed from the mundane to pursue the meaningful, while companies can grow further and customers can be served faster and better.
 
WorkFusion is widely recognized as the world leader in intelligent process automation with its Intelligent Automation Cloud which combines RPA, machine learning and work analytics in one unrivaled platform that is easy to deploy and unlimited to scale. We compete in the fastest growing segment in software and are growing at record pace with customers spanning the globe. Our headquarters are in New York City (on Wall Street) with operations all over the world.
 
Our teams are dedicated to building and marketing AI-powered software for all business types, ranging from high growth startups to large enterprises with particular focus on banking, insurance, healthcare, retail, consumer products, energy, high-tech and transportation. 
 
Position: 
The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI. The CSM works closely with our customers alongside Sales, Customer Support, Professional Services and Product Management to ensure our solutions are delivered successfully. As a Customer Success Manager with WorkFusion, you will be driving adoption and successful outcomes leading to renewals, expansion, and advocacy across your portfolio.
 
Key Responsibilities:
● Manage all aspects of the customer journey to deliver ROI and positive customer experiences
● Build and maintain a trusted advisor relationship with customer stakeholders and executive sponsors
● Coordinate cross-departmental communications to customers
● Serve as the primary point of contact for support and services coordination and escalations
● Drive WorkFusion adoption and utilization through coaching and best practice advisement
● Provide continuous analysis of customers’ needs and promote services, upgrades or additional features to meet their requirements
● Manage, track and report on key metrics as part of a Success Measurement Framework
● Identify and drive advocacy activities, including radiating references and success stories
● Maintain a detailed understanding of WorkFusion products, services and industry use cases
● Foster innovation sharing best practices and new ways customers can mature in their automation journey and leverage WorkFusion solutions
● Solicit participation for customer surveys and other advisory activities
● Monitor customer health scores and recommend prescriptive actions for customers at risk
● Manage the negotiation, drafting and execution of add-on services SOWs and services renewals
● Contribute to P&L tracking at the account level
● Collaborate closely with Account Executives to support renewals and expansion opportunities
● Participate with Account Executives in ongoing account planning and account reviews
● Prepare and deliver Quarterly Business Reviews
● Represent the voice of the customer, providing input and improvements to WorkFusion products, marketing, sales, services and support
 
Qualifications/Experience:
● Bachelor's degree and 3+ years of experience in a customer-facing role, such as Customer Success, Consulting, Customer Support or Account Management 
● Experience in a B-to-B software organization Possess strong phone, written and verbal communication skills with excellent presentation skills 
● Demonstrated client management skills 
● Confident, high energy, self-motivated and a true team player 
● Experience working with senior and executive level customer contacts 
● Demonstrated ability and desire to work in fast-paced environment 
● Excellent multitasking and project management skills 
● Ability to understand and articulate Intelligent Automation concepts  
● Well-organized, with a high attention to detail and ability to prioritize 
● Strong analytical and problem-solving skills Willingness to travel to customer locations as needed

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.