Customer Success Manager

 

You will be part of a North America Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our journey and are looking for people who get excited about an opportunity to shape “the playbook” of Customer Success.

 

Your manager will be Cody Meredith, Manager of Customer Success Commercial. The team has 3 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in North America.

 

• Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike
• Lead training for teams, showing off Wrike features and functionality and answering usage questions
• Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track
• Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike
• Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity
• Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally
• Partner with our account management team to identify up-sell opportunities, references, and case studies
• Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer

 

• Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
• Passionate about teaching/instilling knowledge in others/training
• Willing to dive into technical details of a product to understand it thoroughly
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
• Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
• Excellent organization, project management, and time management skills
• Possess qualities that make a good Wriker:
• Critical thinker, generally curious, problem solver
• Passionate about learning and improving every day, motivated to excel
• Open to feedback, coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job description
• Creative and innovative

 

• When you join our team, you join over 1,000 Wrikers all on a journey to do the best work of their lives. The 20,000+ businesses worldwide who chose us as their collaborative work management platform know we lead by example.
• Medical, Dental, and Employer-Paid Vision Insurance
• Life Insurance, Employer- Paid ST and LT Disability
• 401K with employer match, FSA/HSA Benefits, and Legal Plan
• Employee Assistance Program (EAP)
• 11 Paid Holidays, 1 Floating Holiday, 20 Days of PTO
• 16 Hours of Volunteer Paid Time Off
• Parental Leave: 18 weeks for birth mothers, 4 weeks for non-birth parents
• Get connected with one of our many WERC groups! (Wrike Employee Resource Community)

 

Your recruitment buddy will be Aziza Talhi, Senior Recruiter.

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