WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

We're looking for a Rockstar Scaled Customer Success Manager to help take digital adoption and WalkMe to the next level.As a Scaled Customer Success Manager, you'll be responsible for being a trusted advisor helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Senior Manager of Scaled Customer Success.

What you'll own;

• 顧客の声の代弁者(Voice of the Customer): 顧客からのフィードバックを収集し、社内関係者(開発者や営業など)へ提供することで、顧客が目指す価値の実現とリテンションの最大化に貢献します。
• 戦略的な顧客エンゲージメント: 顧客向けの**エグゼクティブビジネスレビュー(EBR)を準備・実行し、製品の導入促進と投資収益率(ROI)**の証明に注力することで、契約更新と拡張を確実なものにします。
• 製品専門家としての顧客ガイダンス: 当社の製品とロードマップを深く理解し、顧客がWalkMeを効果的に活用できるよう導き、アダプションスコアの向上を継続的に推進します。
• 顧客への教育: 顧客の具体的な要件に基づき、最も関連性の高い製品機能のトレーニングを実施し、活用を促進します。
• 業界・顧客理解: 担当顧客の業界トレンド、デジタルアダプションにおける課題、WalkMeの現在および将来的なユースケースを深く理解します。
• 信頼関係の構築: 意思決定者、チャンピオン、エコノミックバイヤーといった最高レベルのステークホルダーと戦略的で信頼できるアドバイザーとしての関係を構築し、プラットフォームのベストプラクティス活用を指南することで、顧客の目標達成をサポートします。
• サクセスプランの策定: 社内アカウントチームおよび顧客と協力し、WalkMeが顧客の喫緊および将来的なニーズ(成功の測定基準を含む)にどのように対応するかを明確にするサクセスプランを作成します。
• リスク管理: 顧客の解約リスクを継続的に監視し、リスクが顕在化する前に顧客へアプローチし、改善策を特定・実行します。
• アカウントチームとの連携: 社内のアカウントチーム(リニューアルマネージャー、アカウントエグゼクティブ、サービス、テクニカルアカウントマネージャーなど)と密接に連携し、顧客の契約更新と拡張に貢献します。
• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
• Schedule and prepare Executive 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 up their Adoption Score.
• Educate customers on the most relevant features of their specific requirements.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.

What you need to succeed;

• 経験: Fortune 1000企業とその経営層を対象とした、エンタープライズSaaSにおける顧客サクセス、アカウントマネジメント、またはポストセールスでの顧客エンゲージメント経験5年以上。
• 目標達成: 四半期ごとのリテンション(維持)および成長目標(クォータ)の管理経験。
• 技術製品への適用: 技術的な製品への適用を通じて、顧客満足度、導入促進(アダプション)、およびリテンションの向上に貢献した経験。
• ビジネススキル:高度なセールス・ディスカバリー手法の能力と、投資収益率(ROI)に関する議論を実行する能力。
• エンタープライズ・ソリューション営業環境での経験があり、アカウントエグゼクティブと連携して営業機会の開発・クローズに貢献した経験。
• 協調性・自律性: 営業、マーケティング、製品チームなど、部門横断的に連携し、顧客体験を向上させるための自律的な業務遂行能力。
• アカウント管理: 複数のエンタープライズアカウント管理経験。
• 語学力:日本語:ネイティブレベル英語:ビジネスレベルの読み書きおよび会話能力
• 勤務形態: 週3日のオフィス勤務が可能な方。
• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
• Experience managing a quarterly retention and growth quota.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.
• Ability to work independently and cross-functionally, collaborating with sales, marketing, and product teams to enhance the customer experience.
• Have experience managing multiple accounts.
• Fluency in Japanese and business level of English both written and spoken
• Must be able to work 3 days per week in office.

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.