WalkMe Published: August 3, 2020
Job Type
Level of education
Undergraduate
Spoken Language needed
English, French, German
Level of Hebrew
Basic
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
3 years

Description

WalkMe is looking for an experienced Account Manager to engage, retain and drive our customer renewals and expansion opportunities through our existing and new product offerings. The AM completes the post-sales life-cycle 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

What will you actually be doing?
- Serve as the trusted point of contact for WalkMe’s portfolio of Strategic 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.

Position Deliverables:
- Forecast your Book of business renewal trend and create “de-risk” plans for accounts at risk.
- Establish a strategic plan with new customers that drives forward and maximizes the customer’s desired business outcome.
- Establish relationships with key customer stakeholders to secure the renewal and drive further product adoption.
- Work with customers to develop a success plan that outlines how WalkMe will be addressing their critical need both immediately and in the future that includes metrics for success.
- Actively update customers regarding how the WalkMe Product roadmap will continue/increase the value to their business.
- Monitor customer utilization trends and provide product strategy recommendations for customers to utilize WalkMe’s capabilities ideally for the desired outcomes.
- Executive presence and confidence in communicating with technical, business, and C-level stakeholders leverage customer relationships for prospect customers.
- Own pricing strategy, negotiation, and closing process of renewals and services packages.

Requirements

- 3+ years of relevant CS / AM SaaS experience, with Fortune 500 organisations.
- 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.
- Native English level is a must
- France or German Speaker - An advantage
- 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.
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