Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Executive 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 up their Adoption Score.
Educate customers on the most relevant features of their specific requirements.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
Establish and develop strategic, trusted advisor relationship 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 exceed their goals.
Account Success Plans:
Work with 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'll Need to Succeed
5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management 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.
What You'll Love About Us!
Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance.
WalkMe is a remote and hybrid work environment for those who chose to come to regional offices (vaccines required) with frequent in-person and virtual social activities to promote positive employee engagement
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!