Manager, Customer Success
Wrike

San Diego, California

Posted in IT


This job has expired.

Job Info


Job Description

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!

What we're looking for:

We are looking for a Manager for our Wrike Customer Success East team based in San Diego and remotely across the United States. In this role, you will play a key part in growing and leading our Customer Success team within our Premier customer segment. You will coach and grow our great team into future leaders in the organization. You may also manage a small book of business as you ramp up into the role.

  • Manage weekly activities of direct reports and holding them accountable for account management aspects of the role (e.g. all newly assigned accounts are being reached out to promptly; outreach to ongoing accounts is happening in line with expectations; team members are reaching their weekly call goals; SLAs to customer surveys and inquiries are met)
  • Coach and direct reports as needed on account management aspects of the CS role
  • Track direct reports activities in Strikedeck (completing CTAs, adding meeting notes, updating health scores) and intervene when expectations are not met
  • Help onboard the team to process changes across the organization and articulate not only the how but also the why of why this is important
  • Perform periodic performance reviews with each team member and provide recommendations to upper management on career development plans
  • Step into difficult client situations that your direct reports escalate to you, and if you can't solve the issue yourself, escalate to the regional services leader
  • Manage the engagement of the team and all its members, ensuring staff retention of greater than 90%
  • Manage the operational aspects of the team including tracking and managing direct reports' workload
  • Communicate openly and proactively to upper management issues and suggested solutions
  • Develop suggestions on how to improve internal customer success processes and best practices for working with clients and forumlize into playbooks for scaled success
  • Establish yourself as a liaison with related teams (sales, account mgmt, product, etc), provide suggestions on how to improve collaboration/ handoffs and drives some of these ideas to action

Basic Qualifications
  • 5+ years of professional experience in a customer facing environment, ideally with organizations adopting new software solutions and technologies
  • 3+ years of direct people management responsibility in customer facing Software Services team

Preferred Qualificiations
  • Outstanding verbal and written communication skills
  • Proven experience in presentation skills to all levels of an organization, with the ability to present complex ideas in an engaging way, or dive into the technical detail as needed
  • Passionate about personal and team productivity
  • Proven ability to collaborate within a globally dispersed team
  • Excellent understanding of standard business process and organizational structure
  • Strong experience in using project management methodologies such as Agile, PMI, Lean
  • Experience in managing change within organizations that are adopting new technology
  • Proven ability to coach and mentor team members
  • This is an exempt role with 25% travel to offices and customers when travel resumes
  • Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
#wrikejob

What you're looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It's a simple philosophy that guides everything we do - including how we work. If you're driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

Customer Success Management

About us:

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. The Perks: We offer competitive compensation and a comprehensive benefits package. You'll enjoy our workstyle within an incredible culture. We'll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us atASKHR@citrix.comfor assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.


This job has expired.

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