WalkMe Published: February 11, 2018
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:
More than 3 years

Description

WalkMe is seeking to hire an all star Customer Success Team Lead, to manage a team of 8-12 individual contributors, and SMB accounts engagement, while working closely with the Director of Customer Success.

We are looking for a go-getter who can strategically solve problems and monitor the ongoing state of customer accounts to ensure that clients maximize their value while engaging with the WalkMe platform. In addition, this individual should be knowledgeable about the WalkMe solution and passionate about providing an exceptional experience for every customer.

What will you actually be doing?
- Manage CSMs and PS (Professional Services) Experts.
- Mentor, lead and coach a team of 8-12 individual contributors while working directly with the - Director of Customer Success.
- Own the SMB team's targets, including: gross dollar renewal rates, product adoption metrics, and forecasts of renewals and up-sell rates.
- Define and constantly follow-up on team targets and KPIs.
- Oversee accounts to identify churn risk and drive renewals.
- Act as the point of escalation to ensure effective resolution of all account issues as a means to secure renewals.
- Work with other TLs in the organization to promote alignment and strategic goals as well as tactical initiatives.
- Serve as the trusted point of contact for WalkMe’s portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals.
- Always be thinking of new ways that WalkMe can increase renewals and drive long term customer success. A proactive approach is taken for each account were cross-selling and up-selling is made a priority
- Stay hands-on by personally owning the success of several accounts.

Requirements

- 2+ years of direct management experience of CSM or Account Managers.
- 4-8+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions in Fortune 1000, mid-tier, and/or start-up companies.
- 4+ years of experience in Sales Force Automation (SFA), Sales process, and/ or Customer Relationship Management (CRM) - preferred
- Natural proactive nature.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
- Strong technical skills that allow for an ease when guiding customers through technical processes.
- Ability to understand customer requirements, identify, upsell and cross-sell opportunities to deepen penetration of WalkMe solution within a customer environment.
- Experience in an enterprise and or SMB solution sales environment and ability to partner with account executives in development and closure of sales opportunities.
- 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.
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