Senior Account Manager
WorkFusion
 NY (New York)
About us
At WorkFusion, we’re building software products that are changing the world and transforming the workplace, for the better.  Our technology automates data intensive repetitive work so people can be freed from the mundane to pursue the meaningful, while companies can grow further and customers can be served faster and better.

WorkFusion is widely recognized as the world leader in intelligent process automation with its Intelligent Automation Cloud which combines RPA, machine learning and work analytics in one unrivaled platform that is easy to deploy and unlimited to scale.   We compete in the fastest growing segment in software and are growing at record pace with customers spanning the globe.  Our headquarters are in New York City (on Wall Street) with operations all over the world.

Our teams are dedicated to building and marketing AI-powered software for all business types, ranging from high growth startups to large enterprises with particular focus on banking, insurance, healthcare, retail, consumer products, energy, high-tech and transportation. 

Position 
The Senior Account Manager is a strategic, results-oriented leader who is responsible for managing WorkFusion accounts through a customer journey from investment to implementation, ROI and automation maturity.  A trusted advisor to our customers, the Account Manager builds strong partnerships within the customer organization, drives adoption of our products/solutions, and ultimately ensures they realize value from their investment. Senior Account Managers work closely with the customer to devise strategic plans and oversees the follow-thorough, utilizing the wider WorkFusion team as necessary.

The Senior Account Manager is accountable for the Customer’s overall success with WorkFusion, including renewals, adoption of WorkFusion solutions, customer health, and satisfaction.  Ultimately the mission should be to grow and/or sustain the account for which he or she is responsible. The Senior Account Manager reports to the VP of Account Management or someone he/she designates.     
Key responsibilities
Customer Partnership
●        Build and maintain a trusted advisor relationship with customer stakeholders and executive sponsors by providing actionable insights that enable them to capture the full value from WorkFusion products
●        Foster innovation sharing best practices and new ways customers can mature in their automation journey and leverage WorkFusion solutions
●        Provide continuous analysis of customers’ needs and promote upgrades and/or additional features to meet their requirements
●        Be the voice of the customer internally at WorkFusion– sharing process improvements and asks back into the internal ecosystem
●        Ensure client satisfaction and engagement
●        Identify Customer risk and work with extended WorkFusion team to create and execute on “get well” plans
●        Identify and recommend training for customers in order to advance the adoption/establishment of an automation COE
●        Lead development and delivery of structured, metrics-driven quarterly business reviews
●        Travel up to 50% domestically and/or internationally as needed

Business & Financial
●        Drive all financial aspects of the account, including P&L, forecasting, and leakage mitigation, towards designated targets
●        Drive WorkFusion platform adoption and in-turn incremental revenue through increased use
●        Collaborate in the negotiation, drafting and execution of SOWs, ELAs and other contractual agreements with customers
●        Ensure security compliance is understood and practiced by WorkFusion, partners and other contractors (including GDPR and other applicable privacy regulations)

Cross-functional team leadership
●        Effectively network within accounts in order to achieve successful execution of the customer's strategy and roadmap
●        Supervise the timely and successful delivery of our solutions according to customer needs and objectives by coordinating with program management and delivery teams
●        Evaluate, coordinate, onboard and engage partner suppliers involved in WorkFusion implementation and delivery
●        Gather product and service feedback for use by other team members and inform the WorkFusion product roadmap
●        Communicate policies and oversee compliance in areas such as privacy, information security, and license usage

Program Management (as and when needed)
●        Develop customer governance model that aligns objectives to initiatives while ensuring customer success
●        Together with the customer develop a program roadmap that clearly articulates success criteria
●        Facilitate overall execution of program and value delivery
●        Proactively track and report on all initiatives that make up the program
●        Facilitate the creation of a program roadmap, in close collaboration with the Customer and other relevant stakeholders
●        Facilitate the creation of project/program documentation  

Minimum Qualifications/Experience
●        Minimum of 8+ years of experience as an Account Mgr; BA/BS degree or equivalent required, MBA preferred
●        Strong analytical and problem-solving skills
●        Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster joint partnership
●        Demonstrated experience in delivering customer success
●        Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
●        Ability to prioritize, multi-task, and perform effectively under pressure

Preferred Qualifications/Experience
●        Experience as an Account Manager working in a Software/Solutions environment preferred
●        Experience in a consulting environment        
●        Familiarity with RPA/ML Software
●        High degree of Emotional Intelligence (EQ)
●        Skilled at Program Management, helping to effectively drive change across groups by engaging key stakeholders
●        Proven effectiveness at leading and facilitating executive meetings and workshops
●        Proven experience with account planning & customer success plans
●        Demonstrated ability to communicate, present, and influence at all levels of the organization, including C-level
●        Proven ability to manage multiple projects at a time while paying strict attention to detail