About the Role:
You will be part of a North America Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem-solving. We are still early in our journey and are looking for people who get excited about an opportunity to shape “the playbook” of Customer Success.
Your Impact:
- Proactively on-board new paying customers; understand their use cases and work processes in order to provide the best guidance on how to set up Wrike
- Lead training for teams, showing off Wrike features and functionality and answering usage questions
- Monitor your entire book of business and key account metrics to identify areas of opportunity and reach out to at-risk accounts to get them back on track
- Use your consulting skills, technical knowledge, and influencing ability to help customers post-onboarding unlock most value from Wrike
- Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement, assess impact of Wrike on team productivity
- Run periodic “health checks” of customers’ Wrike workspace to make sure they are using functionality optimally
- Partner with our account management team to identify up-sell opportunities, references, and case studies
- Advocate for customers in meetings with Product Managers; helping our PMs shape evolution of the product by bringing in voice of the customer
Your Qualifications:
- Bachelor’s degree plus 2-3 years of work experience in a customer-facing role
- Fluent in English is a must
- Passionate about teaching/instilling knowledge in others/training
- Willing to dive into technical details of a product to understand it thoroughly
- Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
- Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
- Excellent organization, project management, and time management skills
- Experience working with marketing teams, IT teams, PMO teams, Professional Services (PS).
- 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.
Standout Qualities:
- Critical thinker, generally curious, problem solver
- Passion about learning and improving every day, motivated to excel
- Open to feedback, coachable
- Strong team player
- Self-starter with strong ownership skills, willing to go above and beyond the job description
- Creative and innovative
Team Dynamics:
Your manager will be Lisa Starbuck, Manager of Customer Success. The team has 5 other CSMs you’ll work closely with. We are part of a larger group of about 20 CSMs in the Americas.
Why Join Wrike?
At Wrike, our people drive our success. Join a community of over 900 innovative Wrikers, trusted by 20,000+ businesses worldwide, and experience benefits designed to empower every aspect of your life.
Empowered Living:
- Comprehensive Health Coverage: Enjoy medical, dental, and employer-paid vision insurance.
- Security & Support: Benefit from life insurance and employer-paid short- and long-term disability.
- Financial Well-Being: Build your future with our 401(k) plan featuring an employer match along with FSA/HSA benefits.
Nurturing New Beginnings:
- Generous Parental Leave: Cherish every moment with 18 weeks of leave for birth mothers and 4 weeks for non-birth parents.
- Community Connections: Engage with our vibrant Wrike Employee Resource Communities (WERC) to connect, grow, and thrive.
Work & Life Enrichment:
- Flexible Time Off: Our flexible time off (FTO) policy empowers you to balance work, personal matters, and well-being on your own schedule.
- Home Office Support: Enjoy a $500 Working-from-Home stipend to create a comfortable and productive home office.
- Celebration & Service: Enjoy 11 paid holidays and 2 volunteer days to rest, recharge, and give back.
Global Impact:
- Join a team recognized worldwide for leading by example and delivering collaborative work management solutions that empower businesses across the globe.
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
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