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Principal Customer Success Manager

Company: Workfront
Location: Lehi
Posted on: October 16, 2020

Job Description:

Title: Principal Customer Success Manager
Reports to: Sr. Manager ,Customer Success
Location: Massachusetts, New York, Connecticut, Pennsylvania

About Workfront

Workfront is the work management application platform for the enterprise, helping people do their best work so companies can thrive in a digital world. Workfront is built for people, effortlessly connecting teams and easily integrating into existing applications and systems. The ability to see, measure, and analyze critical factors such as resources, outcomes, and priorities keeps everyone on the same page, with a clear understanding of why their work matters.

Role Purpose:

Are you passionate about transforming the way some of the world s largest brands work*

Do you thrive on making a difference*

The Principal Customer Success Manager role is an essential component of our growing Customer Experience organization that focuses on building long-term strategic relationships with our customers and ensures they realize the full value from their investment with Workfront. The CSM choreographs a customer experience that reflects our core value of Obsess over Customers .

Joining our CSM team means you will serve as a customer advocate, often functioning as a liaison between our customers and all internal Workfront teams. You ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Workfront organization.

The Customer Experience team serves as a customer advocate, often functioning as a liaison between our customers and all internal Workfront teams. The single most important thing the Customer Experience team can do is create wildly successful customers that realize the full value of their investment.

What You Will Do

* Manage a portfolio of Workfront s largest customers

* Drive renewal and retention of Workfront customers

* Engage regularly with customers to evaluate needs and direction

* Present regular Executive Business Reviews

* Be an expert on the customer s Workfront deployment and the go-to person for their business needs

* Educate customers on the value they can generate from the power of their Workfront solution

* Continually assess, document, and analyze customer progress toward stated goals and results

* Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Workfront s partnership

* Ensure account issues are resolved quickly, leveraging resources from across the company as needed

* Ensure customers employ best practices and their Workfront solution is optimized for maximum value

* Present Workfront s product roadmaps with emphasis on features most relevant to each customer Gather customer product feedback and communicate with product management to shape product roadmap development

Desired Competencies and Experience

* 5+ years experience implementing software applications and/or providing strategic advisory services and account management services

* Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts

* Excellent organization, project management, time management, communication, and presentation skills

* Ability to quickly grasp and distinctly explain technological and business concepts

* Strong understanding of business processes and their implementation into enterprise applications

* Willingness to 'roll up one's sleeves' and assist wherever needed

* Team player who will innovate to continue improving the way Workfront serves its customers

* Bachelor s degree or equivalent experience in business or related field

* Ability to travel up to 40% of the time

Preferred Knowledge, Skills, Abilities, and Background

* Account Management experience

* Business process management experience and expertise

* Experience with cloud-based/SaaS solution offerings

Values Fit

To us, the Workfront values are more than just words on a wall; they best describe who we are and how we get our work done.

* Do great work; Commit to excellence. Think big. Boldly innovate.

* Obsess over customers; Act with urgency, because sometimes later becomes never.

* Win together; Without customers, we don t exist.

* Finish strong; Individuals win occasionally, but teams win consistently.

On top of a competitive salary with great reward, we also throw in unlimited paid time off and the opportunity to work in a exible and inclusive work environment. With a leadership team that listens and has your personal development and success at the forefront, we will be supporting and inspiring you to be the best!

At Workfront, we pride ourselves by putting our employees at the forefront of our ethos, alongside a product we believe to be the best on the market. We fully support and develop our employees in both work and personal life.

ADDITIONAL INFORMATION

Individuals seeking employment at Workfront are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Workfront are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, and you are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Keywords: Workfront, Lehi , Principal Customer Success Manager, Executive , Lehi, Utah

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