Sr. Customer Success Manager

The Sr. Customer Success Manager (CSM) works with our most strategic customers along with internal Tungsten Automation groups to build long term relationships and drive customer success and satisfaction with Tungsten Automation Solutions, ensuring customers realize the full value of Tungsten Automation Solutions.

The ultimate objectives of the Sr. CSM position is a positive, unqualified, reference from the customer and continual growth of the customers Tungsten Automation solutions footprint. 

The Sr. CSM will achieve this outcome by developing and maintaining a clear understanding of the customer’s key objectives and success outcomes for Tungsten Automation solutions. The Sr. CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. Sr. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution. 

The Sr. CSM is not intended to replace any other role or position that would normally be involved from Professional Services, Technical Support, Products, Marketing or Sales. This position will interact with all these groups to assure the Tungsten Automation team is operating in lockstep and achieves the goal of a satisfied and referenceable customer. 

They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.

• Sr. Customer Success Managers are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services and value proposition can best drive and support our customers’ journey.
• You will develop an understanding of Tungsten Automation products, solutions, and services to provide high-value-add advice to customer stakeholders at all levels.
• You will drive the adoption of Tungsten Automation solutions at all stages of the customer journey while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation promoters.
• You will also act as the voice of your customers internally at Tungsten Automation, providing feedback and insights on how Tungsten Automation can better serve our customers.
• Collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation products.
• Create a joint success plan (JSP) with customers and internal Tungsten Automation account teams.
• Drive adoption of Tungsten Automation products, maximizing customer investment and accelerating time-to-value.
• Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.

• Has Customer Success, Presales, and Professional Services experience
• Strong team and mentoring skills and experience
• Project Management experience for large enterprise accounts is a bonus
• Track record of becoming a trusted advisor to customers
• Able to interact well with multiple internal disciplines (PS, TS, Products, and Sales)
• Is able to understand and communicate Tungsten Automation Enterprise Software offerings
• Has strong communication and problem-solving skills
• Has negotiation and “peacekeeping” skills
• Must be able to manage multiple customers simultaneously
• Has outstanding verbal and written communications abilities.
• Must have an outbound/customer-facing demeanor and the confidence to interact with Executive level customer contacts.

• At least 5 years’ experience in a Customer Success Manager role or similar.
• 7+ years’ experience in Professional Services and/or Presales.
• General knowledge and experience with SaaS/Enterprise Software Solutions, and the demonstrated ability to learn and understand enterprise software products and business solutions.
• Solid experience, either technical or business-related to Financial process automation or Intelligent automation.
• Excellent listening, communication, and presentation skills with a strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level. Ability to influence through persuasion, negotiation, and consensus building.
• Business-level English is mandatory as well as other required languages based on Geographic assignment (German, French)

Tungsten Automation is an Equal Opportunity Employer M/F/Disability/Vets

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

The base salary range for this role, across the US, is $98,000 - $179,000.  Your actual base pay within this range will be determined by your work location as well as skills, qualifications, experience, and relevant education/training. The range provided reflects only the base salary for the role and does not include benefits.