WalkMe Published: September 10, 2019
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today’s overwhelming digital world. Using analytics, engagement, guidance, and automation,

WalkMe’s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.

WalkMe’s Retention Account Managers are entrusted with the strategic relationship and commercial well-being of WalkMe’s existing startup edition customers. The Account Managers will ensure that the executive sponsors in their client portfolio are realizing positive results from their WalkMe license and in turn renewing or increasing their investment with WalkMe.

What You'll Do
- A comprehensive understanding of WalkMe solutions and connect that knowledge directly to customer return on investment.
- Build relationships with client executive levels; make sure they are engaged and seeing value of WalkMe.
- Maintain a high retention rate, ensure on-time renewals and create expansion opportunities (up-sell, add-on, cross-sell, etc.)
- Proactively identify customer risk and opportunity signals; develop comprehensive strategies to combat and/or limit.
- Conduct regular business reviews with customer stakeholders.
- Understand competitive products and can speak at length to product differences that highlight WalkMe’s advantage.
- Be an escalation point-of-contact for other relationship and commercial issues.
- Develop strategies and coordinate diverse support to help customers maximize the value from WalkMe solutions.

What You'll Own
- The Account Manager position is carrying a renewal rate target. As an early member of the team, you'll help shape process, manage customer’s retention lifecycle, negotiate pricing, and close renewals to achieve annual targets.
- Your experience identifying business problems and working cross-functionally to provide solutions, as well as building relationships with important decision makers within the current accounts will be crucial to your success.
- You will direct business value assessment to ensure our customers gain the most return on investment from WalkMe.
- The success of this role means higher customer satisfaction & increased retention.

Requirements

- 2-5 years of customer management experience at a software company [SaaS model] or management consultancy [Bain, Deloitte, McKinsey], with an emphasis on renewals and expansion
- 2-5 years of commercial and technical knowledge, can discuss technical aspects alongside commercial negotiations
- Experience navigating with a wide-range of sophisticated contracts and legal discussions
- Ability to rapidly develop and deliver creative business solutions for complex business problems
- Experience with a variety of customer and commercial management tools and technologies [Salesforce, Excel, Jira, Totango, Google Apps, and Workday]
- Experience within a globally-dispersed, multilingual team
- General knowledge of cloud architecture as well as on-premise IT landscape
- Excellent written and verbal communication skills
- Strong presentation skills and ability to establish credibility with C-level executives
- BA or BS required
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