Customer Success Manager

hace 3 semanas

Heredia, Costa Rica Wrike Careers Page A tiempo completo

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

**Our vision**:A world where everyone is free to focus on their most purposeful work, together.

**Ready to become a Wriker?**:
Wrike is looking for an energetic, passionate, customer orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of Mid Market customers in North America. In this role you should have experience understanding customers' business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

**More about Your team**:
You will be part of the incredible global Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes a growth mindset, mutual support, and creative problem-solving.

**How you'll make an impact**:

- Able to work effectively in English and Spanish
- Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
- Create, execute and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
- Identify other teams within customer organizations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike
- Partner with customers to establish clear business goals, timelines, priorities and metrics of success.
- Work as a respected Coach and Mentor within the Wrike services organization, leveraging your significant customer management and services experience across various customer org types.
- Develop a joint success plan with sales partners for your customers.
- Work with a deployment consultant to understand customer use cases and work processes ensuring they get maximum value from using Wrike to maximize.
- Conduct Executive Business Reviews (EBRs) to assess progress against goals, opportunities for improvement, and impact of Wrike on team productivity
- Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
- Maintain and leverage our Customer Success Management platform to maintain detailed customer centric actions and communication plans

**You will achieve your best if you have**:

- Experience in a customer facing-role supporting mid market clients, ideally in an account management or customer success/services role.
- Experience working with marketing teams, IT teams, PMO teams.
- Able to build and maintain strong relationships with a diverse set of clients, including executives.
- You are knowledgeable, experienced in project management, business process redesign, and change management.
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
- Willing to dive into technical details of a product to understand it thoroughly

**You will stand out with**:

- Having a problem solver mentality, being a critical thinker and generally curious
- A passion for learning and improving every day, motivated to excel
- Openness to receiving feedback, being coachable
- Being a strong team player
- Possessing a self starter attitude with strong ownership skills, willing to go above and beyond the job description
- Being creative and innovative

**What's next?**:

- Interview with a recruiter
- Hiring Manager interview
- Interview with a CSM
- Cultural fit interview

LI-GS1

**Who Is Wrike and Our Culture**:
We're a team of innovators and creators who solve the complex work problems of today and tomorrow.

**Hybrid work mode**

Wrike promotes a
- ** **hybrid work mode and we meet in the office 3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

**Our persona**:
**Smart**: We love what we do, and we're great at it because this is our domain. Our combined knowledge in this space is unmatched.

**Dedicated**:We get up every day focused on helping our customers win. We're committed to helping our teammates win, too

**Approachable**: We're friendly, easy to get along with, considerate, and helpful.

**Our culture and Values**:
**Deliver Business Outcomes**

**Be better than the competition**

**Move fast. Then, move faster**

**Know our customers**

**We win together**

**Have courage

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