Sr. Customer Success Manager

About Worksoft:

Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to discover, document, test, and automate end-to-end business processes in pre-production and production environments.

Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the “gold standard” for SAP automated testing.

Worksoft’s automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations.

About the Role:

The Worksoft Sr. Customer Success Manager (CSM) will be responsible for the post-sales journey for a group of Worksoft’s new and existing clients by developing and nurturing trusted advisor relationships with multiple key contacts at the client. The appropriate candidate will be a success-driven, self-starter problem-solver who possesses strong relationship building and account management skills, as well as can identify the need for additional Worksoft solutions and services while ensuring customer satisfaction with long-term retention in mind.

The Sr. CSM will be responsible for the facilitation and delivery of top tier service, strategic success planning and value-added consultation to clients, with the objective of retaining and growing. The candidate will join a growing team of CSM’s covering North America. This position will report into the Director, Customer Success and be part of a virtual team

Responsibilities:

• Develop and maintain strong contacts within various levels of the organization through proactive outbound activities such as email, phone calls and onsite visits.
• Serve as part of the onboarding team to ensure a successful start to our customer's journey and be the primary contact for ongoing inquiries pertaining to Worksoft products, services, training and resources, as well as customer success events.
• Proactively engage your customers on a regularly scheduled cadence where you will work closely with them to review performance metrics, additional training needs and usage of the Worksoft product to ensure your customers are optimizing their value from their Worksoft investment. 
• Provide escalation management assistance for both client and Worksoft as needed; provide support and guidance while reacting to the unexpected.
• Develop a customer success plan for each customer; define key performance indicators with customers and make sure they meet and/or exceed them. 
• Plan and execute regular business reviews with customers to understand and guide expansion opportunities. 
• Understand and articulately communicate client feedback on Worksoft’s product offerings and services to help drive product enhancements and roadmap.
• Oversee, maintain and update CRM system with client statuses and interactions.

Skills Required:

• Communication Skills:
Exceptional verbal and written communication skills are essential to effectively engage with customers, stakeholders, and internal teams. Must convey complex ideas clearly, ensuring alignment across departments and client satisfaction
• Product Knowledge:
A deep understanding of Worksoft’s test automation products and solutions is crucial to guide customers in optimizing their use. Expected to stay up to date on product features and updates to provide accurate and relevant support
• Industry Knowledge:
Strong knowledge of the test automation industry and emerging trends allows to position the Worksoft’s solutions as industry leading. Should leverage this expertise to understand customer pain points and offer tailored solutions.
• Consultative Mindset:
The ability to approach client interactions with a consultative mindset is key, identifying customer needs and offering strategic guidance. Should serve as a trusted advisor, ensuring that clients get maximum value from their investment.
• Problem Solving:
Proficiency in identifying root causes and providing effective solutions to client challenges is essential. Should proactively address obstacles and ensure timely resolutions to meet customer expectations.
• Customer Relationship Management:
Building and maintaining strong, long-term relationships with customers is at the heart of this role. Must foster trust and loyalty through regular interactions, ensuring client satisfaction and retention.
• Time Management / Organizational Skills:
The ability to manage multiple accounts, projects, and deadlines efficiently is critical. Must prioritize tasks and resources to ensure consistent delivery of high-quality customer success services.
• Data-Driven Decision Making:
Using data to make informed decisions is crucial for continuous improvement. Must analyze customer metrics and trends to identify areas for growth, optimization, and enhanced customer satisfaction.
• Sales Skills:
Should possess strong sales acumen to identify upselling or cross-selling opportunities. Must collaborate with the sales team to align on customer needs and contribute to revenue growth.
• Adaptability:
Flexibility in adjusting to changing customer requirements, industry trends, and internal priorities is essential. Must thrive in a fast-paced environment and navigate ambiguity with ease.
• Team Collaboration:
Working closely with cross-functional teams, including product, engineering, and sales, is critical. Must ensure seamless communication and collaboration across departments to enhance customer outcomes.
• Emotional Intelligence - Empathy:
Demonstrating empathy and emotional intelligence is vital for understanding customer concerns and building meaningful relationships. Must approach each client interaction with sensitivity and care to foster trust and loyalty.

Experience:   

• Minimum 5 years of customer success or similar customer-facing experience in a technology or software company (preferably SaaS) with proven ability to retain and expand
• Minimum of 2 years with software automation and/or software quality assurance
• Experience with implementing software, upgrading enterprise software, or understanding of enterprise software (SAP, Oracle) is highly desirable
• Understanding the enterprise software lifecycle (agile, hybrid, waterfall) plus patches, upgrades and impact, is highly desirable 
• Ability to travel to North America customer sites at least 30% of the time

Mode of Work: Remote

Compensation: $120,000 to $150,000 plus variable bonus plan - quarterly

Time zone: Eastern or Central Time Zone preferred, anywhere US

Worksoft is committed to creating a diverse and inclusive workplace where our colleagues can be themselves, have equal opportunities, and can perform at their best. 

Worksoft Benefits:

Full-time employees at Worksoft enjoy:

• Employer-sponsored health plans through BCBS TX
• Vision and dental insurance coverage
• Employer HSA contributions
• Life insurance and AD&D coverage
• Short and long-term disability insurance
• 401(k) retirement plan with 100% employer match up to 4%
• 15+ PTO days per year
• 12 paid holidays annually
• Summer Hours program with half-day Fridays twice monthly (Memorial Day to Labor Day)

Worksoft Values:

• People Matter Most.
• Customers are Our Why. 
• Do What’s Right. 
• Own It. Find a Way. 
• Stay Curious, Keep Learning.

 Equal Employment Opportunity: Worksoft is an Equal Employment Opportunity employer committed to providing equal opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, and gender expression), national origin, age (40 or older), disability, genetic information, veteran status, or any other legally protected characteristic. All qualified applicants will receive consideration for employment without discrimination.

Worksoft is committed to creating a diverse and inclusive workplace where our colleagues can be themselves, have equal opportunities, and can perform at their best.