Customer Success Advisor @ WalkMe

Customer Success Advisor

Posted on 3/21/2023

INACTIVE

Locations

Raleigh, NC, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Requirements

1-2 years of working in a customer-facing team (customer success, account management, or post-sales relationship management)
Level of comfort working with a high-volume of customers over a variety of mediums (Email, 1x1 calls, large format Zoom meetings)
Interest in scalable, team-based customer success delivery mechanisms; self-starter who has innovative ideas when it comes to increasing customer engagement
Analytical and interpretive approach when working with data
Familiarity with Totango or other Customer Success platforms would be a plus

Responsibilities

Customer Relationships:
Understand your customers' industry trends, challenges with digital adoption, and current and potential use cases for WalkMe
Leverage high-touch and one-to-many strategies with customers to drive positive outcomes
Product Knowledge:
Maintain an understanding of our product and roadmap, so you can guide customers to successful digital adoption outcomes
Scaled Playbooks
Test and provide feedback on scaled playbooks & engagement strategies
Analyze customer data to execute engagement strategies
Value Realization:
Act as the 'voice of the customer' and provide internal feedback to maximize customer value and retention
Team Collaboration:
Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) and Technical Support to support customers
Proactively identify churn risk and work with the broader account team to mitigate
Work closely alongside other Customer Success Advisors to support all customers within the Scaled Customer Success team

Desired Qualifications

Our job titles may span more than one career level. The starting base pay for this role is between $60,000 and $95,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for , benefits, and RSUs as part of our competitive total rewards package

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish 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.

As a Customer Success Advisor, you will be part of a team of trusted advisors to a broad set of WalkMe customers, nurturing customer relationships. You will need to understand your clients’ goals in order to drive user adoption and satisfaction to support high customer retention. This team has an innovative history and has doubled in size over the last year. We are looking for customer-centric Customer Success professionals who can help us continue to build a best-in-class Customer Success program

What You’ll Own

Customer Relationships:
Understand your customers’ industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
Leverage high-touch and one-to-many strategies with customers to drive positive outcomes
Product Knowledge:
Maintain an understanding of our product and roadmap, so you can guide customers to successful digital adoption outcomes
Scaled Playbooks
Test and provide feedback on scaled playbooks & engagement strategies
Analyze customer data to execute engagement strategies
Value Realization:
Act as the ’voice of the customer’ and provide internal feedback to maximize customer value and retention.
Team Collaboration:
Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) and Technical Support to support customers.
Proactively identify churn risk and work with the broader account team to mitigate
Work closely alongside other Customer Success Advisors to support all customers within the Scaled Customer Success team.

What You Need to Succeed

1-2 years of working in a customer-facing team (customer success, account management, or post-sales relationship management)
Level of comfort working with a high-volume of customers over a variety of mediums (Email, 1x1 calls, large format Zoom meetings)
Interest in scalable, team-based customer success delivery mechanisms; self-starter who has innovative ideas when it comes to increasing customer engagement
Analytical and interpretive approach when working with data
Familiarity with Totango or other Customer Success platforms would be a plus

What You’ll Love About Us!

Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a 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
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey’s, Quest Diagnostics and more!

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration and innovation that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

We’ve made this commitment not only because it’s the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we’re not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.

How We’ll Take Care of You

Our job titles may span more than one career level. The starting base pay for this role is between $60,000 and $95,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

TO ALL RECRUITMENT AGENCIES:

WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

1,001-5,000 employees

Website

Digital adoption platform

Company Overview

WalkMe wants to fundamentally transform the productivity of humanity by harnessing the power of technology.

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

Company Core Values

Empowering Progress - We believe in the potential of technology to continue changing how humans interact with the world and in the opportunities for people to fuel that progress.
Customer Centricity - We work with a hands-on commitment to deliver strategic value to our external and internal customers through an internal coordinated effort that prioritizes the success of our customer.
Can-Do Attitude - We are excited about our global, category defining company. We take proactive action within and outside of our roles through thoughtful collaboration across departments. We believe in our individual abilities to make an impact.
Communicate with Empathy and Intent - Whoever we work with, we aim to actively listen, receive feedback with an open mind, and respond with humility. We deliver feedback with an intent to educate, inform and persuade through reason.
Leading from Eye Level - We celebrate each other's wins and believe in the power of ideas and innovation, not the power of rank. Everyone at WalkMe rolls up their sleeves and works together to turn problems into opportunities!