Full-Time Sr. Customer Success Manager

Worksoft empowers business and IT to deliver flawless applications faster and more efficiently. Recognized as the “gold standard” for SAP automated testing.

The Worksoft Sr. Customer Success Manager (CSM) will be responsible for the post-sales journey for a group of Worksoft’s new and existing clients. Developing trusted advisor relationships with multiple key contacts at the client. Ensuring customer satisfaction with long-term retention in mind.

The Sr. CSM will be responsible for the facilitation and delivery of top tier service, strategic success planning and value-added consultation to clients, with the objective of retaining and growing.

• Develop and maintain strong contacts within various levels of the organization through proactive outbound activities.
• Serve as part of the onboarding team to ensure a successful start to our customer's journey.
• Proactively engage your customers on a regularly scheduled cadence.
• Provide escalation management assistance for both client and Worksoft as needed.
• Develop a customer success plan for each customer.
• Plan and execute regular business reviews with customers.
• Understand and articulately communicate client feedback on Worksoft’s product offerings and services.
• Oversee, maintain and update CRM system with client statuses and interactions.

• Communication Skills: Exceptional verbal and written communication skills are essential.
• Product Knowledge: A deep understanding of Worksoft’s test automation products and solutions is crucial.
• Industry Knowledge: Strong knowledge of the test automation industry and emerging trends.
• Consultative Mindset: The ability to approach client interactions with a consultative mindset is key.
• Problem Solving: Proficiency in identifying root causes and providing effective solutions to client challenges is essential.
• Customer Relationship Management: Building and maintaining strong, long-term relationships with customers is at the heart of this role.
• Time Management / Organizational Skills: The ability to manage multiple accounts, projects, and deadlines efficiently is critical.
• Data-Driven Decision Making: Using data to make informed decisions is crucial for continuous improvement.
• Sales Skills: Should possess strong sales acumen to identify upselling or cross-selling opportunities.
• Adaptability: Flexibility in adjusting to changing customer requirements, industry trends, and internal priorities is essential.
• Team Collaboration: Working closely with cross-functional teams is critical.
• Emotional Intelligence - Empathy: Demonstrating empathy and emotional intelligence is vital.

• Minimum 5 years of customer success or similar customer-facing experience.
• Minimum of 2 years with software automation and/or software quality assurance.
• Experience with implementing software, upgrading enterprise software, or understanding of enterprise software (SAP, Oracle) is highly desirable
• Understanding the enterprise software lifecycle (agile, hybrid, waterfall) plus patches, upgrades and impact, is highly desirable

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