Associate Manager, Customer Success (Scout RFP)

| San Francisco
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Join our team and experience Workday!

 

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

 

Job Description

Scout RFP, a Workday company, is a leading provider in cloud-based strategic sourcing solutions that help organizations source faster and achieve better business outcomes. Scout RFP has a direct impact on Workday’s ability to deliver a comprehensive source-to-pay strategic sourcing offering, elevating the office of procurement in strategic importance and transforming the procurement function.

Scout RFP is looking for a highly motivated individual to help lead its Customer Success team in helping clients achieve their goals with the Scout product.  The ideal candidate will be strategic leader, coach and team player, who can motivate teams to success, while also being willing to roll up their sleeves and help where needed.           

 

What you will accomplish:

  • Work closely with Customer Success Senior Leadership in understanding the team structure, growth strategy to help foster a collaborative and solutions oriented team culture
  • Create a scalable onboarding and training program alongside our enablement team for all Customer Success Managers
  • Meet individual and team goals with a focus on driving customer growth and retention as it aligns with company KPIs
  • Responsible for the management and oversight of Customer Success Managers
  • Facilitate weekly team meetings and work with the team to prioritize topics
  • Serve as an escalation point for any potential internal and external issues that may arise
  • Responsible for oversight and execution of customer renewals 
  • Analyze current processes and deliverables to establish project planning and process improvements

 

Must Have:

  • Four year degree from a reputable institution
  • 1+ years of customer success or client services team management experience
  • Proven experience of implementing custom SaaS solutions and growth patterns
  • Track record of meeting customer implementation and go-live deadlines
  • Excellent project management skillset, including organization, prioritization and escalation management
  • Good sense of humor coupled with strong interpersonal and collaboration skills
  • Drive and motivation to take on additional responsibilities over time
  • Willingness and ability to travel up to 25-30% to engage with customers directly
  • Experience owning renewals or upsells in some capacity, understanding this process and negotiating contracts
  • Experience building CS processes and able to execute on improvements
  • Prior experience as an individual contributor Customer Success Manager or Account Manager handling high value/complex accounts
  • Must be located in the San Francisco Bay Area

 

Nice-to-Have:

  • Experience running Procurement and Sourcing teams or projects
  • Familiarity with implementing Procurement and Sourcing Solutions or workflow-based applications
  • Advanced degree (M.A., M.S., MBA etc.)
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Location

123 Mission St, San Francisco, CA 94105

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