Job Details
Reporting to the Director of Customer Success, the Strategic Customer Success Manager works with large Enterprise customers.
In this role, you maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and ensuring they realize full value from their investment with Workfront.
Your focus is to make every customer in your portfolio wildly successful, resulting in long-term loyalty to Workfront.
A significant part of your role is to serve as a customer advocate, often functioning as a liaison between our customers and all internal Workfront teams (e.
g. Professional Services, Customer Support, Product Development, etc). You ensure that needs and / or requirements considered critical to the success of these customers are communicated and managed throughout the Workfront organization.
Essential Duties and Responsibilities
Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
Present the Workfront value proposition and product features to audiences ranging from Sr. Executives to technical stakeholders
Be an expert on the customer’s Workfront deployment and the go-to person for their strategic business direction
Educate customers on the value they can generate from the power of their Workfront solution
Continually assess, document, and analyze customer progress toward stated goals and results
Facilitate relationships across various customer teams, brands, and / or departments to further strengthen Workfront’s partnership
Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
Ensure customers employ best practices and their Workfront solution is optimized for maximum value
Present Workfront’s product roadmaps with emphasis on features most relevant to each customer
Gather customer product feedback and communicate with product management to shape product roadmap development
Essential Knowledge, Skills, Abilities, and Background
6+ years’ experience implementing software applications and / or providing strategic advisory services and account management services
Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
Excellent organization, project management, time management, and communication skills
Ability to quickly grasp and distinctly explain technological and business concepts
Ability to lead cross-functional business and technical teams to provide timely issue resolution
Strong understanding of business processes and their implementation into enterprise applications
Willingness to 'roll up one's sleeves' and assist wherever needed
Team player who will innovate to continue improving the way Workfront serves its customer
Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred)
Ability to travel up to 40% of the time
Preferred Knowledge, Skills, Abilities, and Background
Experience presenting to senior-level executives
Extensive business process management experience and expertise
Experience with cloud-based / SaaS solution offerings
Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
Ability to quickly grasp and distinctly explain technological and business concepts ideally around marketing and / or PMOs
Ability to lead cross function business and technical teams to provide timely issue resolution
Proven track record of successfully managing customer relationships and results delivery
Expert user of Workfront
Previous experience with a major systems integrator and / or an expertise software company preferred
