You engage with customers to enhance their experience and adoption of the WalkMe platform, building strong relationships and ensuring their success through strategic planning and proactive support.
Anforderungen
- •Several years of customer facing experience
- •Experience managing retention and growth quota
- •Maintained a book of Enterprise customer accounts
- •Increase customer satisfaction and retention
- •High competency in sales discovery methodologies
- •Fluent in both English and German
Deine Aufgaben
- •Act as the voice of the customer.
- •Provide internal feedback to enhance customer value.
- •Schedule and prepare Success Business Reviews.
- •Focus on increasing customer adoption and ROI.
- •Maintain knowledge of product and roadmap.
- •Guide customers to success and promote product adoption.
- •Educate customers on relevant features and usage.
- •Guide customers through the WalkMe platform.
- •Understand industry trends and digital adoption challenges.
- •Establish trusted advisor relationships with key decision-makers.
- •Guide customers on best practices to meet their goals.
- •Collaborate with the internal Account team to develop Success Plans.
- •Monitor customer health and identify remediation options.
- •Partner with the Account Team to ensure renewals and expansions.
Original Beschreibung
Sales
# Customer Success Partner Senior Advisor (f/m/d) WalkMe
**What you'll do:**
We’re looking for a Customer Success Partner Senior Advisor (f/m/d) WalkMe, commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level.
As a Customer Success Partner Senior Advisor (f/m/d) WalkMe, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.
**The key aspects of the CSM role include the following:**
* Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
* Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.
* Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.
* Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’.
* Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
* Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.
* Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
* Monitor customer health to reach out to customers before risks escalate and identify remediation options.
* Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
**What you bring:**
* Several years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, working with Fortune 1000 companies and their executives.
* Experience managing a quarterly retention and growth quota.
* You've maintained a book of Enterprise customer accounts (4000+ Employees).
* Increase customer satisfaction, adoption, and retention applying to a technical product.
* High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
* Fluent in both English and German is a must
**Bring out your best**
**We win with inclusion**
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.