WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today’s overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

 

WalkMe is looking for an experienced Customer Success Manager (CSM) to engage, retain and drive our customer renewals and expansion opportunities through our existing and new product offerings. The CSM completes the post-sales lifecycle 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. You will report to the Customer Success Director in our Tokyo office.

Description:

·       Serve as the trusted point of contact for WalkMe’s portfolio of Enterprise 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

·       WalkMeの更新を増やし、顧客の長期的な成功を促進するための創造的な方法を所有し、確立し、さらには、クロスセルやアップセルを積極的に行います。