Customer Success Manager
- Soroco
- 6 - 10 years
- Bengaluru
- 23 days ago
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Job Description
Soroco is on a mission to discover how the world works to help teams be their best. To do this we are
evangelizing and commercializing a new technology category called Work Graph, which is a structured view of
how teams get work done across people, process, technology, and documents.
The work graph unifies disjoint categories like Process Mining, Task Mining, user training, BPM and RPA to
provide a single source of truth. Teams can use the work graph to identify and resolve sources of friction at
work, such as technology impediments, poor process design, opportunities for learning and collaboration,
among others. Sorocos work graph platform, Scout, enables a culture of continuous improvement and identifies
benefits from applying a portfolio of change levers, delivering targeted change programs at scale.
Soroco has offices in Boston, London, and Bangalore with a roster of Fortune 500 customers across 30
countries. Our team has published 150+ papers and patents.
Visit www.soroco.com to learn how we help teams discover their work graph.
What we are looking for
The CSM will fuel the growth of the account by working with client teams and Sorocos team to deliver Scout
projects and analysis that have high client impact. An engagement starts with procuring Scout licenses and
concludes with the client seeing highly actionable insights from the Scout data. Each engagement can be
phased into multiple deployments across the clients business units
Who We Are Looking For
The typical activities of CSM are:
Pre-planning and defining success metrics:
- Work with the client to understand their expectations for a Scout engagement (e.g., what metrics are they trying to optimize, what parts of their business are relevant)
- Apply various frameworks to help the customer structure a plan for where to place Scout licenses, along with defining what success looks like
- Ensure that the success metrics for the engagement are constantly tracked and are central to all discussions and updates
- Drive the kickoff meeting for the implementation of Scout, including stakeholder alignment, timeline review, and doing requisite trainings on the Scout portal
- Visit/interact with the clients business team (onsite) periodically and handhold them through the initial few weeks of the implementation, if applicable
- Share status reports with the client and ensure on-time delivery of milestones, highlighting and resolving blockers along the way
- Continue to drive adoption of the Scout product / licenses to ensure all licenses are being used and the client is deriving maximum value
- Overall, be the single point of contact for the client to drive the realization of the promised outcomes
- Be mindful of other areas of the clients business that would be relevant for Scout, and share these insights with the appropriate Enterprise Account Executive
- Present plan for account expansion to Sorocos team, and finalize an account plan for expanding Scout within your accounts
- Identify opportunities, internally and externally, to reduce time to deliver successful outcomes to engagement the client
- Collaborate with the clients relevant stakeholders and Sorocos team for success of the project
- Contribute to the case study library by working closely with the Soroco team
Approximately 5+ years in client-facing functional consultant role
Proven success managing complex projects on-time and on- or below-budget
Ability to build strong, professional relationships with clients
Ability to understand the client business and analytical requirements
Systematic problem-solving skills, with the ability to think on your feetl
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: SorocoLocation(s): Bengaluru
Keyskills: Customer Success Product Adoption Process Improvement
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