Job Description

Job Summary

As a WFM Customer Success Specialist, you will play a crucial role in driving the WFM Success initiatives. Leveraging your extensive WFM experience and strategic acumen, you will identify customer needs, providing them with tailored solutions that not only address their problems but also add exceptional and ICONIC WFM value. Your role involves nurturing customer relationships, onboarding customers to WFM solution, helping customers in setting their WFM success criteria and adopting the tool fully, meeting and exceeding your targets, at times, assisting in closing sales deals. Your industry knowledge will help you stay abreast of the latest trends and competitor offerings, thus guiding successful success strategies. You will also be sharing your expertise and contributing to team’s development. Ultimately, your success in this position will materially enhance our teams profitability and market presence.

What you’ll be doing

• Onboarding customers to WFM tool

• Proactively offering assistance on low adoption cases and focus on customer satisfaction

• Attending customer QBR/EBR and representing WFM and speaking to its value proposition

• Attending and owning account escalations until resolution and mitigating churn risk

• Identify growth opportunities for upselling and cross-selling across our customer base

• Closely collaborating with product, engineering, support, sales and other teams to drive customer success

• Help optimize our processes along with the rest of the team

• Be the bridge between marketing and our customer base for events, webinars, interviews, etc.

What you bring to the role

Basic Qualifications:

• 3+ years working in Customer Success, Account Management, or similar role in B2B

• Proven track record managing B2B accounts in previous roles

• Experience working with companies in different industries, markets, and timezones

• Understand the value of building relationships with customers who will stay, collaborate and refer Zendesk

• Ability to interact with different areas of the company to share relevant customer feedback

• Data-driven: maintaining high CRM standards to identify improvements and understand success

• Excellent verbal and written communication skills (we work in English)

• A team player with experience working remotely

Preferred Qualifications:

• Experience and/or understanding of basic WFM

• Experience in a previous Success or Sales role as a team lead/supervisor or similar role

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