Full-Time

Manager – Customer Success Operations

Posted on 9/3/2024

WalkMe

WalkMe

1,001-5,000 employees

Digital adoption platform for user guidance

Enterprise Software
AI & Machine Learning

Compensation Overview

$110k - $130kAnnually

+ Bonus + Benefits + RSUs

Mid

Raleigh, NC, USA

Hybrid position in Raleigh.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Tableau
Data Analysis
Requirements
  • Must have 3+ years experience in an operations capacity, working in or supporting Customer Success organizations (CSMs, Scaled and Digital), with a focus in retention, renewals, and expansions
  • Must have 2+ years experience working with a Customer Success Platform (Gainsight, Planhat, Catalyst, Totango or similar)
  • Proven experience in SFDC and its business data structure
  • Proven experience redesigning journey touchpoints to incorporate digital touchpoints to drive more scale across all segments or within specific segments
  • Seasoned analytics; data analysis and reporting for leadership. GTM Dashboard/reporting interpreting, buildup facilitation and maintenance
  • Experience working with Tableau, or BI tools
  • CS, Scaled & Digital Success department performance KPIs.
  • Customer Health, Risk Management, and trending modeling to foster renewal and expansion
  • Project management and change management skills
  • Experience influencing and leading a team toward achieving goals
  • Problem-solving skills with the ability to conduct qualitative and quantitative analysis
  • Team player that operates with the highest level of integrity (this is a WalkMe core value)
  • Knowledge in building models for predicting renewals and churn based on correlated data a plus
Responsibilities
  • Develop operational procedures for the CSG Customer Success organization
  • Work with and communicate changes to the senior team members globally across our Operations, Customer Success, Services, Renewals, Sales and Product teams
  • Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
  • Establishing and enforcing standards of excellence across the Customer Success organization.
  • Align CSG Ops objectives with Customer Success organization's strategic goals.
  • Driving the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies.
  • Providing expert guidance to various teams and departments within the Customer Success organization.
  • Evolve our customer journey to better leverage digital and scaled motions, through reimagined processes, technology, and data
  • Ensuring compliance with relevant standards, and Customer Success organizational policies.
  • Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team
  • Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack toolsets
  • Identifying and managing risks that could impact the Customer Success organization's performance.
  • Identify and measure areas of operational improvements to increase customer value
  • Help troubleshoot operational issues as they surface; propose changes to processes
  • Create ad hoc analysis, reporting, and presentations

WalkMe specializes in Digital Adoption Platforms (DAP) that aim to improve user experiences for employees and customers. The platform works by overlaying visual cues and personalized content on websites or enterprise software, which helps users with onboarding, training, and provides real-time guidance as they navigate through digital tools. This approach makes it easier for users to understand and utilize software effectively. WalkMe stands out from its competitors by focusing on enhancing enterprise productivity and user engagement through continuous support and updates, all delivered via a subscription-based model. The company's goal is to address the increasing demand for efficient digital adoption in the workplace, ensuring that users can seamlessly integrate new technologies into their daily tasks.

Company Stage

IPO

Total Funding

$299.1M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

-11%
Simplify Jobs

Simplify's Take

What believers are saying

  • SAP's acquisition could expand WalkMe's resources and market reach significantly.
  • Partnerships with Cognizant and UST position WalkMe at the forefront of AI-driven solutions.
  • WalkMeX, the AI copilot, enhances workflow optimization and user experience.

What critics are saying

  • Integration with SAP systems may lead to operational inefficiencies if not managed well.
  • Rapid AI development could challenge WalkMe's ability to integrate new technologies effectively.
  • Cultural clashes post-acquisition by SAP may affect employee morale and productivity.

What makes WalkMe unique

  • WalkMe's platform offers code-free solutions for digital transformation and tech stack visibility.
  • The platform overlays visual cues and personalized content for seamless onboarding and training.
  • WalkMe's subscription model ensures continuous support and updates, enhancing enterprise productivity.

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Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement

INACTIVE