Customer Success Manager

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

WalkMe では、既存および新製品の提供を通じて顧客の契約更新と拡大の機会を獲得し、維持し、推進するための経験豊富なカスタマーサクセスマネージャー（CSM）を募集してい ます。CSM は、WalkMe の顧客ポートフォリオの販売後のライフサイクルを完了させ、各 顧客の支持者としてサービスを提供し、各アカウント内での WalkMe の拡大を促進します。 東京オフィスの Manager, Customer Success Manager に報告して いただきます。

WalkMe is looking for an experienced Customer Success Manager (CSM) to engage, retain and drive our customer renewals and expansion opportunities through our existing and new product offerings. The CSM completes the post-sales lifecycle for WalkMe’s portfolio of customers, serving as an advocate for each customer and accelerating the expansion of WalkMe within each account. The ideal candidate will be as passionate about WalkMe solutions as they are about providing an exceptional experience for every customer. You will report to the Customer Success Manager in our Tokyo office.

業務内容:
• WalkMe のエンタープライズ顧客のポートフォリオのライフサイクル全体を通して、 販売時点から始まり、オンボーディング、ビジネスレビュー、プロジェクトの成 功、更新に至るまで、信頼される窓口としての役割を果たします。
• 意思決定者やエコノミックバイヤーとの関係を構築し、ビジネスニーズや優先順位 を明らかにして、お客様のアカウントの後継者計画を確立します。
• 顧客の要件を理解し、特定し、アップセル、クロスセルの機会を提供し、顧客環境 内での WalkMe ソリューションの浸透を深めます。
• 各アカウントに積極的に働きかけ、リスクを特定し、すべての WalkMe の機能と提 供が活用されていることを確認し、各 WalkMe サブスクリプションの価値を最大化 します。
• プロフェッショナルサービスや営業と連携し、プロジェクトの成果物や顧客の継続 的なサービスパッケージのニーズを定義します。
• WalkMe の更新を増やし、顧客の長期的な成功を促進するための創造的な方法を所有 し、確立し、さらには、クロスセルやアップセルを積極的に行います。 
• Serve as the trusted point of contact for WalkMe’s portfolio of Enterprise customers throughout the lifecycle, beginning from the point of sale and extending through on boarding, business reviews, project success, and renewals.
• Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts.
• Ability to understand customer requirements, identify, up-sell and cross-sell opportunities to deepen penetration of WalkMe solution within the customer environment.
• Proactively engage each account to identify risks and to ensure that every WalkMe functionality and offering is being leveraged, maximizing the value of each WalkMe subscription.
• Work cohesively with professional services and sales to define project deliverables and customer’s ongoing service package needs.
• Own and establish creative ways for WalkMe to increase renewals and drive long term customer success. Take a proactive approach in cross-selling and up-selling your book of business

要件:
• フォーチュン 500 に代表されるような大手企業を対象とした、3年以上のカスタマー サクセス、アカウントマネージャー、コンサルティング、またはプロジェクトマネジメントの経験
• 顧客との契約更新や売上拡大を目標に業務をした経験
• セールスディスカバリーの方法論、戦略的価値と ROI の議論において高い能力を発 揮できること
• 強いビジネス的、技術的な適性を持ち、ビジネス的な交渉と並行して技術的な側面 についても自信を持って議論することができること
• ウェブアプリケーションにおけるHTML, CSSに関する知識と実務経験
• リソースの必要性を確立するための内部的な関係構築力
• テンポの速い環境で一貫して高いレベルの顧客満足度と維持率を提供しながら、戦略的に考え、実行することができること
• プロセスを重視した高度なデータ駆動型の方。ポートフォリオ内のすべての顧客との一貫したエンゲージメントプロセスを推進し、追跡することを得意とする方
• 最高レベルの誠実さを持ったチームプレーヤー
• ネイティブレベルの日本語とビジネスレベルの英語（ライティング、リーディング）
• 週３回オフィス出社
• 3+ years of relevant Customer Success / Account Management / Project Management and Consultant experience, with Fortune 500 organizations.
• Demonstrates high competency in sales discovery methodologies and strategic value and ROI discussions.
• Strong commercial and technical aptitude can confidently discuss technical aspects alongside commercial negotiations.  Relationship management internally to establish resource needs.
• Ability to design pricing strategy and articulate commercial aspects of the agreement.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
• Knowledge and experience of web application, CSS and HTML.
• Natural proactive nature who works to curb reactive behaviors and go above and beyond the call of duty but approaches all situations with and empathetic and patient manner.
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
• Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
• Team player with the highest level of integrity. This is a WalkMe core value.
• Native level in Japanese and business level English
• Must be in the office 3 times a week.

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability 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.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

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.