Walkme20mo ago

Customer Success Manager

Germany·Berlin,BerlinFull-timemid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape.

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WalkMe, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. WalkMe guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform. Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust WalkMe. WalkMe turns AI potential into AI performance.

This role is with SAP, supporting WalkMe.

*Candidates must be fluent in both German and English*

We’re looking for a Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level.

As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success.

Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.

Schedule and prepare Success Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.

Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote adoption of the product.

Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’.

Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.

Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals.

Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).

Monitor customer health to reach out to customers before risks escalate and identify remediation options.

Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

5+ years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, working with Fortune 1000 companies and their executives.

Experience managing a quarterly retention and growth quota.

You've maintained a book of Enterprise customer accounts (4000+ Employees).

Increase customer satisfaction, adoption, and retention applying to a technical product.

High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.

Fluent in both English and German is a must

At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.

Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.

Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.

Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.

Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.

WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.

WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.

WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.

Robust Retirement Contributions: Ask HR about the specific offerings for your region!

SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

We win with Inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.