Intern, Customer Success

Responsibilities

We are looking for a temporary Associate, CS Operations to join our growing team. In this role, you will drive the cross-functional execution of a pod alignment structure between Workato’s Commercial Customer Success and Sales organizations. You will map updated account and territory plans to ensure alignment of CSM and Sales pods to deliver and achieve region-wide business readiness practices.

In this role, you will also be responsible to:

• Use data to align account mapping for the Commercial Business Unit to drive the creation of joint CSM, AE, and AM pods.

• Architect the process for account transitions, minimizing impact to existing customer base and ensuring that all necessary communications are mapped.

• Drive accountability across the different teams to ensure that the account transition and pod alignment process is actually executed on, ensuring all communications are made in the appropriate order for maximum customer results.

• Map multi-stage transition process to mitigate any risks associated with the change, prioritizing the rollout with inputs from various business leaders.

• Assist and communicate with business leaders in decision-making, program management and initiative implementation so that progress is highly visible to all

• Work with the Commercial Business Unit MD and leadership team in thinking through and setting policies around pod structure and exceptions, ensuring they are implemented in a timely manner

• Intake feedback from a variety of stakeholders within the process (CSMs, AEs, CS & Sales Leadership), iterating the process accordingly

• Create a clear tracking mechanism so that progress through the pod transition process is highly visible to all leaders and communicated regularly to the broader Commercial Business Unit

• Accountable for all strategic projects to sharpen the saw and improve the effectiveness and productivity of the Commercial Business Unit

RequirementsQualifications / Experience / Technical Skills

• You have prior experience in RevOps strategy and operations for a high growth company, or operational experience in investment banking, management consulting, private equity, venture capital, or business insights / analytics roles

• You demonstrate the ability to scale and equip the business in a strategic manner, communicate big picture opportunities and make data-driven decisions

• You have advanced spreadsheet and Salesforce skills and are quick to learn and adopt new sales technology

• You are proficient in various project management software (Smartsheet, Airtable, etc.) and can stand up a project with minimal oversight

Soft Skills / Personal Characteristics

• You’re someone who teams want to work with - positive, energetic, responsive, and helpful.

• You have great instincts when it comes to what will work for CSMs and sellers - you strive to simplify processes where possible

• You know how to prioritize - you know your list will never get done at the end of the day, so you’re excellent at identifying and working on the few things that move the needle the most

• You have an enthusiastic “roll up your sleeves” mentality and do well under pressure