Customer Success Manager (Premier NorAm CSM)
Wrike

Job Info

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Job Description

Overview

Wrike is a collaborative work management platform that unifies systems and transforms the way teams plan, manage, and complete work. Wrike has been recognized as one of the fastest growing companies in North America on Deloitte's Technology Fast 500™ list for the last six years and has been named Leader in the Forrester Wave™ report for Collaborative Work Management Tools for the Enterprise in 2016, 2018, and 2020.

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

About the Role

Wrike is looking for an energetic, passionate, empathetic and tech-savvy Customer Success Manager to partner with our customers throughout their journey to ensure they maximize the value of their investment. As a business processes strategist and change management advisor, you will be focusing on helping our customers unlock their teams' potential and raise the bar on productivity and collaboration through Wrike. It'll be your job to understand your customers' goals, offer tailored advice on best practices, and be the voice of the customer within our organization.

You will be part of the incredible 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 "build and upgrade the car while it's in motion."As a Wrike CSM, you will need to:

• Understand customer use cases and work processes to provide the best guidance on how to optimize Wrike usage and unlock the most value
• Work proactively with our account management team to retain revenue in your book of business while identifying upsell opportunities
• Conduct Executive Business Reviews (EBRs) to assess progress against goals, determine opportunities for improvement, and measure impact of Wrike on team productivity
• Run periodic reviews of customer Wrike workspaces to ensure they are using functionality optimally
• Partner with our marketing team to identify references and case studies
• Advocate for customers in meetings with Wrike Product Managers; help our PMs shape evolution of the product by bringing in the voice of the customer
• Quarterback your accounts by overseeing multiple moving initiatives and coordinating various Wrike teams as they engage with your customers.

About You

• Bachelor's degree plus 3-5 years of work experience; MBA or Masters degree in related field preferred
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
• Keen business sense to discover and understand customer business objectives and pain points to ultimately measure Wrike's financial impact
• Strong public speaking skills: able to lead C-Level conversations around business optimization
• Passionate about teaching/instilling knowledge in others
• Willing to dive into technical details of a product to understand it thoroughly
• 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, note taking, project management, and time management skills
• Masterful project manager, overseeing and driving several concurrent initiatives within an account and/or across a portfolio of accounts.
• Possess qualities that make a good Wriker:
  • Critical thinker, generally curious, problem solver
  • Passionate 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
  • High degree of Ownership
• This role is non-exempt and there will be minimal to no travel expectations associated with this role.

About Us

Wrike is now part of Citrix.

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we're all about.

Wrike is committed to creating and maintaining a diverse and inclusive space where our employees can thrive. We welcome all persons in to the Wrike family, embracing the diversity of racial and ethnic identity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, family status, disability, gender identity, Veteran status and any other protected status.

Wrike has a public-facing Recruiting Notice that has been drafted to meet applicable law and regulatory requirements (e.g., CCPA, GDPR, etc.). Our most up to date Recruiting Notice can be found here: www.wrike.com/security/recruiting.

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