WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

About the Role

WalkMe is looking for an Operations Manager of Customer Success to join our growing Revenue Operations team. The Operations Manager is the right hand of the Customer Success organization. Reporting to the Global Director of Customer Success and Service Operations, you'll promote operational integrity in the business and will be the forerunner in identifying trends, challenges, and opportunities. You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our Ops organization to help guide the growth and performance of the Customer Success team.

What You'll Own

• Provide analysis on team performance and recommendations needed to meet goals
• Partner with our Customer Success and Renewal Management leadership team to support their operational needs
• Work with Business Intelligence team to investigate customer retention trends, leading indicators for customer risk, upsell opportunities and overall health
• Define customer lifecycle touch points and scale out customer journey efforts across product offerings and customer size

What You Need to Succeed

• 3 years experience, with at least 2 years in an Operations capacity in a SaaS environment supporting CS teams
• Quantitative analysis experience and google sheets/Excel (sumifs, index/match and vlookup)
• Salesforce experience, specifically referred knowledge of complex dashboards and reports, custom report types, calculated fields, workflows.
• Experience administering Gainsight / Totango or a similar tool

What you will love about us!

• Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums, a 401K program, and a vacation policy to encourage a healthy work-life balance.
• WalkMe offices are Work From Home during COVID-19 with frequent virtual social activities to promote positive employee engagement
• WalkMe celebrates our Fifth year on the Forbes Cloud 100 2020 List, and our CEO, Dan Adika, shares his insights into WalkMe.
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.