Workato is the operating system for today’s fast-moving business. As a high growth company with over 6000 customers, Workato is revolutionizing the integration and automation market with investments from the top 3 SaaS companies - Salesforce, Workday, ServiceNow. Recognized as a leader by both Gartner and Forrester, it is the only AI-based platform that enables both business and IT to integrate their apps and automate workflows across multiple systems and departments regardless of it spanning multiple platforms.  The enterprise can accomplish this with robust security and governance within the Workato platform. Some of the world’s top brands including Slack, Grab, Box, Visa, Broadcom and HubSpot run on Workato.

We are looking for an exceptional Customer Success Manager - Channel Partners (OEM) to join our new and growing team.  Be an early member of the PSM OEM team and help shape and drive an already large portion of our business that is growing rapidly; be a leader and help develop a critical component of our business.  In this role, you will be working with customers who have chosen to leverage Workato technology within their application to deliver robust integration capabilities that further enhance the value of their product.  Using Workato in an OEM fashion enables companies to bring workflow and integration extensions to their platform with much faster time to market and deeper functionality than would be available if they were to build it themselves.

The role of the PSM OEM is diverse and critical to ensure our customers maximize their business value.  Communicating best practices for the go to market strategy necessary for any product launch is a key component to successfully deploying a new offering.  The OEM nature of the deployment enables companies to make the initiative smaller and faster but still requires critical coordination and decision making around product positioning, marketing strategy, sales compensation, sales enablement, demo capabilities, bundling, and product market fit.  The PSM will collaborate with our customers on these topics at implementation as well as ongoing through the customer lifecycle.  In addition to successfully bringing the product to market, measuring success is critical for our customers.  Best practice discussions regarding the model and measures that are appropriate are critical for success.  Attach rates, revenue, deals influenced, … can all be factors that need to be monitored and regularly reviewed.  The PSM will perform regular business reviews to cover the go to market effectiveness, determine how Workato and our partners can assist as well as regular monitoring of the success metrics.

Workato has a positive, diverse, and collaborative culture—we look for people who are curious, inventive, smart, hardworking and work to be a little better every day. Workato has also been recognized amongst the “Top 47 Enterprise Startups to Bet Your Career On in 2020”, the “Hottest 13 Productivity Software Startups to Watch in 2020!”, and the “Top 15 startups helping even non-programmers build simple apps, ahead of an expected software developer shortage” by Business Insider.

Responsibilities

  • Develop and maintain strategic business relationships with OEM customers

  • Be a best practice expert in product positioning, marketing strategy, sales compensation, sales enablement, demo capabilities and SKU configuration / bundling.  Share examples of how our community solves for these and things to consider when ensuring the right people are involved

  • Communicate best practices for measuring and communicating success

  • Own the Net Retention metric for your customers

  • Evaluate renewal risk and mitigate revenue loss

  • Expand customer ARR 

  • Execute regular business reviews to assist with continuous improvement of the solution and the go to market strategy

  • Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution

  • Provide quantitative/qualitative analysis to inform team decision-making and product roadmap

  • Become the trusted customer advisor and be the customer advocate within Workato

Requirements

  • BS or equivalent education; MBA preferred

  • 7+ years of experience in consulting, product operations, COO operations or similar roles that have direct experience deploying a new product line

  • Consulting or roles with direct customer facing experience a plus

  • Impressive track record of high customer retention and growth desired

  • Integration technology knowledge

  • Strong sense of customer empathy and customer-centrism

  • Excellent interpersonal and communication skills

  • Strong problem solving and analytical thinking

  • Ability to build asset and materials for customers to leverage and other OEM CSM’s to use while collaborating with customers

  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments

  • A passion for and belief in the power of automation to drive business value

Why Workato?

  • Supportive, collaborative, international team environment that supports remote employees (currently all of us!)

  • Long-term prospects for a professional career in a high growth company

  • Flexible Work culture

  • Be part of a community-oriented organization with a history of giving back

  • Best in class technology tools to empower you to do your best work

  • Support for professional development and continuous learning

  • Wellness programs, including fitness challenges and an occasional company day off to recover from Zoom fatigue

  • Company-sponsored team-bonding activities and team celebrations

  • Employee and Customer referral bonuses

All full-time regular employees in the US will also have the following benefits:

  • Workato Stock Options at one of Silicon Valley’s fastest growing startups

  • Health benefits: Medical, dental, vision for you and family

  • Pre-tax benefits: Flexible spending account, 401k, commuter benefits

  • Company-paid life insurance and short/long-term disability insurance

  • Employee Assistance program

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