Wrike is a collaborative work management platform that unifies systems and transforms the way teams plan, manage, and complete work. The Wrike platform is the digital workplace for the enterprise and partner of choice for 18,000 organizations and 2M+ users worldwide. Our mission is to enable Operational Excellence by bringing out the best in teams and connecting work with business results.
 
Wrike has been recognized as one of the fastest growing companies in North America on Deloitte’s Technology Fast 500™ list for the last three years and has been named Leader in the Forrester Wave™ report for Collaborative Work Management Tools for the Enterprise in 2016 and 2018. In late 2018, Wrike joined the Vista Equity Partners’ portfolio of world-class technology companies to help fuel the company’s global growth.
 
Our US headquarters is in Downtown San Jose, California and we have several international offices, including our EMEA HQ in Dublin, Ireland, and our APAC HQ in Melbourne, Australia. Wrike has been named a “Top Workplace” by the Bay Area News Group for the last five years and has earned similar accolades from the San Diego Business Journal, San Francisco Business Times and the Silicon Valley Business Journal. 
 
We are guided by our three core values: Grow, Execute, and Collaborate. These values help us recruit the right talent to join our rapidly expanding team of 1,000+ Wrikers around the globe. It is important to us that each and every Wriker is not only eager to challenge themselves and knows how to get work done, but is an awesome addition to our company culture. We pride ourselves on our ability to attract, retain, and promote the very best talent.
 

About the role:

You will be part of a EMEA CS Team and lead a talented and passionate team of experienced Strategic CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving.

  • People Leadership and Development
    • Build and maintain a high performing, learning-oriented Strategic Customer Success Manager (CSM) team that achieves and exceeds professional goals and gross/net retention targets
    • Conduct 1:1s, performance reviews, feedback/coaching sessions, and career conversations with CSMs

  • Strategic Portfolio Development
    • Help team to identify areas of opportunity and at-risk accounts
    • Work hand-in-hand with your team to develop growth or risk mitigation plans for each of their accounts
    • Partner with Strategic Account Management leadership to hone in on areas for improvement, collaboration and opportunities for account growth/expansion
    • Partner with your team to improve process, procedures, and methodologies for management and improvement of strategic accounts
    • Meeting with key customers to actively improve relationships and resolve challenges/escalations

  • Customer Success Department Leadership

    • Partner with CS leadership team to develop the playbook for strategic accounts
    • Lead initiatives to build, foster and cultivate a strong community and mission-driven culture
    • Influence leaders across different departments in support of key customer priorities and sentiment
    • Drive key CS department initiatives to advance capabilities, tools, thought leadership and best practices
    • Drive the achievement of gross/net retention targets and accuracy in account health forecasting

About you:

  • You have at least 8 years total work experience; at least 4 years of experience in a customer facing role supporting Enterprise level clients.
  • You have strong managerial and leadership skills, and at least 3 years of experience leading teams (including coaching and mentoring teammates).
  • You are able to provide timely, actionable feedback, guidance and coaching that is well received by your audience
  • You are knowledgeable/experienced in project management, business process redesign, and change management
  • You are genuine, warm, positive and engaging. You connect well with people; you are friendly, compassionate, and show tact and poise under pressure when dealing with difficult interpersonal situations
  • You possess polished verbal and written communication skills. You have a strong ability to present and communicate with senior level individuals both internally and externally.
  • You are able to confidently navigate difficult problems and quickly identify solutions
  • You have a passion for delivering exceptional customer experience and delivering value to your clients
  • Bonus: you are experienced in cultivating customer-centric teams and managing voice of the customer (NPS) programs

Perks & Benefits

  • Market leading base salary
  • Free catered lunch every day plus unlimited drinks and snacks
  • Company sponsored events
  • Flexible working conditions and working from home options
  • Commuter allowance to cover your travel costs
  • Health and dental insurance with coverage for dependents
  • Life insurance
  • Income protection cover
  • 23 days annual leave

 Wrike is an equal opportunity employer. We are committed to equal employment opportunity regardless of gender, marital status, family status, sexual orientation, religion, age, disability or race, in terms of recruitment and selection, pay, conditions, training, work experience and opportunities for career progression

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