The Customer Success Manager (CSM) position is a part of Workfront’s Customer Experience organization. In this role you will build long-
term strategic relationships with our customers and ensure they realize the full value from their investment with Workfront which will lead them to renew and grow.
You will ensure that needs and / or requirements considered critical to the success of these customers are communicated and managed throughout the Workfront organization.
A significant part of your role will be 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). Essential Duties and Responsibilities Manage a portfolio of Workfront’s largest customers Drive renewal and retention of Workfront customers Engage regularly with customers to evaluate needs and direction Present regular Executive Business Reviews Be an expert on the customer’s Workfront deployment and the go-
to person for their business needs 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 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 4+ 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, communication, and presentation skills Ability to quickly grasp and distinctly explain technological and business concepts 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 customers Bachelor’s degree or equivalent experience in business or related field Ability to travel up to 25% of the time Preferred Knowledge, Skills, Abilities, and Background Account Management experience Business process management experience and expertise Experience with cloud-
based / SaaS solution offerings