About WorkSpan
WorkSpan is the #1 co-sell management network that empowers companies to turbocharge and scale their co-sell revenue growth. Partnership and Sales teams use WorkSpan’s secure SaaS solution to collaborate with partners on deals, exchange co-sell referrals from their CRM, manage shared pipelines, and track performance on a live dashboard. We raised $30 Million in Series C funding in October 2022. This funding round was led by global software investor Insight Partners with participation from Mayfield and M12, Microsoft's venture fund. The funding will be used further invest in customer innovation and growth.
As the industry’s leader in Ecosystem Business Management, we power the top 10 business ecosystems in the technology and communications industry, managing over $50 billion in the joint pipeline. Our customers, including Microsoft, Cisco, SAP, VMware, HPE, Accenture, Ericsson, and Red Hat, see a 6x faster speed to market for joint solutions and a 2x increase in partner manager productivity.
Join our team for the opportunity to:
Own your results and make a tangible impact on the business
Be treated like the expert you are
Work with smart, passionate people every day
The Role
A Customer Success Manager (CSM) guides the customer from the sales process into the implementation, adoption, and value realization phase. CSMs are not support agents, they are change agents and should engage with the customer strategically, form a trusted advisor relationship with all their customers and provide them with timely value propositions. This helps the customer grow and achieve goals while simultaneously strengthening their relationship with the business.
The Customer Success Manager will directly report to the VP of Network Success and will be responsible for complementing WorkSpan’s innovations, efficiencies, and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between WorkSpan and our customers. The success of this role means better retention, expansion opportunities within the installed base, and customer advocacy.
Your responsibilities:
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You will serve as the Success point of contact during and post-implementation and will work closely with the Project Delivery manager to understand the project scope and requirements, align on project timelines, risks and will participate in key events during the implementation process -
Post implementation, you will be the main point of contact for everything WorkSpan with the customer
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You will be responsible for driving customer adoption and success -
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Building effective succession plans in collaboration with the Account Executive
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Onboarding customers
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Building adoption and rollout plans in collaboration with the customer
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Develop a trusted advisor relationship with customers and their executive sponsors.
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Collaborate with the Sales team on effective Quarterly business review sessions and account reviews
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Partner with internal WorkSpan team members (Sales, Support, Product, and Professional Services) to align account activities with the customer's business case and strategy.
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Monitor and identify adoption and utilization trends, and provide recommendations based on risk and customers’ needs.
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Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
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Roadmap sessions with customers twice a year and provide feedback to the product team for continuous improvement
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Successfully position new features, releases, and solutions thereby increasing the stickiness factor with WorkSpan.
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Hold customers and internal teams accountable for the overall success of the program
Create raving fans and ensure all customers become WorkSpan advocates and references.
Your Qualifications:
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5+ years of customer success experience in a SaaS organization. -
Excellent knowledge and experience in Alliances, Channel management, and Ecosystem space.
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Strong knowledge of various partners business models like OEM, SIs, GSIs, and Cloud service providers is a huge plus
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Willingness to be a hands-on contributor.
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Excellent communication skills, including issue, tracking, triaging, and crisis management
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Experience in process improvement, change management, value realization, decision making, managing processes, planning, and analyzing information is a great plus
Bachelor's Degree or equivalent experience
Eligibility:
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Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job. -
Must be willing to travel 30%
Must be willing to work out of a home office, this is a remote opportunity
Company Perks & Benefits
Competitive salary, equity, and performance bonus
Unlimited vacation
Paid sick leave
Latest MacBook
Health insurance
️ Monthly Wellness Stipend
Company paid life insurance
Long-Term Disability and Short-Term Disability
Retirement: 401k plan for retirement savings
Paid parental leave
Why join us?
We created the fast-growing Ecosystem Business Management category
We're growing rapidly and the sky’s the limit - we just raised a Series C to help us expand
We've built an extremely efficient go-to-market engine
Work with a talented team you'll learn a lot from
We care about delivering value to our awesome customers
We are flexible in our opinions and always open to new ideas.
We innovate continuously, with a focus on long-term success
We know it takes people with different ideas, strengths, backgrounds, cultures, weaknesses, opinions, and interests to make our company succeed. We celebrate our differences and are lucky to have teammates all over the world.
Buddy system: It's dangerous to go alone so we got you a buddy . In some realms, they use the term mentor but we don't think that is a good description. Your buddy will be mentoring you but he/she will also be your friend and your first point of contact during the onboarding period.
Other cool things about WorkSpan
❓ What is WorkSpan? https://www.workspan.com/what-is-workspan/
We Raised our Series C for $30M in 2022: https://bit.ly/3RUnTaa
Our values: https://www.workspan.com/careers/
Videos of events and customer speakers: https://www.youtube.com/c/WorkSpan/videos
Latest updates from WorkSpan: https://www.linkedin.com/company/workspan/posts/
WorkSpan ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.
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