We Work Management LLC Manager, Customer Success Management - WeWork Workplace and All Access in New York, New York
*About UsAt WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow's world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.About The OpportunityWe are looking for a Manager, Customer Success Management to support our Workplace and All Access members post-sale driving quick adoption, deployment and onboarding of our solutions. In this role, you will wear two hats as a player / coach:Coach - Management & Strategy:- Manage a team of 3-5 individuals- Identify pain points and process inefficiencies to develop best practices for Customer Success- Represent Workplace & All Access in major cross-functional initiatives, ensuring close partnerships with Sales, Community, Operations, and others in order to drive client satisfaction and retention- Develop talent through regular feedback, team meetings, and by creating individual growth plans- Build trust, rapport, and credibility with key client stakeholders in order to expand client engagement and drive long-term growth: constant communication, monthly reporting, Quarterly Business Reviews- Act as an internal escalation point for the teamPlayer - Individual Contributor- Own a small book of Workplace and/or All Access accounts- Engage with customers post-sale to optimize outcomes by ensuring a world-class customer experience throughout the onboarding process- Understand different user personas, requirements, and success metrics, and how they map to the client's key business objectives- Drive quick adoption and deployment of the Workplace app in order to advance the strategic partnership between the client and WeWork and ultimately enable the long-term retention and growth of the account- Supervise space utilization performance against the client's success metrics and provide recommendations to optimize- Work with internal stakeholders to identify and upload accurate WeWork floor plans on the Workplace platform- Educate the clients' workforce and hold webinars to ensure everyone knows how to use the Workplace application- Renew and upsell Workplace licenses, All Access passes and Credit bundles- Advocate for the clients' needs/issues when required, always representing the POVs of your clients internally and presenting a client-first mentalityAbout You- A Bachelor's Degree or equivalent qualifications- 6+ years of professional experience in sales, customer success, account management, or related customer facing / deal closing fields- Experience onboarding customers with SAAS products is highly desirable- Demonstrable experience in succeeding in fast-paced, KPI driven sales environment- Demonstrated proficiency in building strong client relationships across accounts and multiple partners, including executive-level leaders- Advanced verbal and written communication skills in English- Strong work ethic and entrepreneurial spirit- Excellent communication, writing, and presentation skills- Project management and business operations experience ideal- Strong generalist - highly competent with the ability to wear many hats- Highly flexible and adaptable to continuous change and growth- Excellent communicator - verbal and written- Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathyBase Pay and Incentive Compensation: $99,040 - $132,000 annual salary, plus variable incentive pay with on target earnings of $123,800 - $165,000.Incentive Compensation: WeWork employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role. WeWork incentive plans are subject to the terms of the applicable incentive compensation plan, which will be made available to you after commencing employment. WeWork reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment. Benefits: Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including 20 days of PTO, approximately 10 paid holidays, 80 hours of paid sick leave, 16 weeks paid parental leave, competitive healthcare benefits, 401K plan, Life & AD&D insurance.Life At WeWork*Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a diverse community that embraces and inspires you-because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our , or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.-We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.