Workrise is the source-to-pay solution built for energy. By combining purpose-built software with expert teams, we empower the world’s leading energy companies and their suppliers to work better, together.
Learn more about how Workrise is equipping everyone in the energy ecosystem to operate with greater speed and efficiency at workrise.com.The Program Manager, Customer Success is responsible for scoping, leading, and delivering programs that will enable greater scale of our CSMs. In other words, improving processes and standing up automations that allow our a CSM to support more clients and drive even more value for each of them. This position partners with sales, operations, product, marketing and other internal teams to ensure our processes continually evolve to enable us to scale customer value alongside slow growth of our operational budgets.
Why Join us?
Our Customer Success team at Workrise is on a mission to ensure all of our energy clients capture maximum value in using our innovative solutions. We are passionate about creating great experiences for our clients and vendors in our network. If you thrive in a dynamic environment, excel in delivering exceptional client experiences, and have a passion for solving problems and improving new processes, we want to hear from you!
What you’ll be doing:
End-to-end delivery of strategic process improvements to enable CSMs to scale their impact:- Lead initiatives aimed at improving our implementation and client support processes (i.e. automate and streamline what is currently manual and disjointed in our client support world)
- Navigate Workrise’s formal and informal structures to build relationships with cross-functional teams and deliver programs that benefit customers and CSMs
- Conduct analysis and identify opportunities to improve the implementation process, ensuring scalable and repeatable processes levering technology
- Work across team boundaries and multiple products to appropriately prioritize work to align with overall organizational goals
- Be an expert on product functionality, including internal tooling, and serve as key liaison between product teams and customer facing teams to solve problems and make implementations more efficient
- Use data to identify top priority areas for improvement
- Communicate areas for system configuration and/or improvements to drive increased automation
- Track and report on progress against projects and priorities
- Partner with data and analytics team to scope dashboards to enable maximum CSM effectiveness
Client implementation support and program management:- Identify potential issues on inbound deals (e.g. contract set up, invoicing requirements, operational expectations) and work with support CSMs in learning how to resolve or find needed workarounds
- Support CSMs, especially CSMs newer to Workrise, in navigating internal tooling and internal data sources to execute on implementations and meet client expectations around delivery and information sharing
- Assist CSMs in resolving client implementation issues alongside cross-functional teams (e.g. a niche invoicing request, nuance in requirements across work scopes, etc.)
- Assist CSMs in gathering needed reporting or preparing high impact assets for client meetings, where needed
Analysis, measurement, and reporting:- Identify, gather, and leverage data from various systems to support the business in making decisions around operational processes or report out against business goals and metrics
Experience and Education Requirements:
- Bachelor’s degree in sales, business administration, or related field or equivalent relevant experience
- 5+ years Customer Service and/or Account Management experience with a SaaS, marketplace, and/or oil and gas organization with a focus on improving and automating processes
- Experience with Online Diagramming Software (i.e Miro or Lucid Chart), CRMs (i.e. SFDC) and ticketing systems (i.e. Zendesk)
- Experience using data to inform business recommendations and enhance efficiency
- Experience working with internal and external stakeholders at various levels within their organization
- Excellent verbal and written communication skills
- Strong project management background and skills
- Excellent organization skills
- Ability to adapt to changing needs and priorities
“Nice to Have” Experience and/or Education:
- Masters degree
- 3+ years in a program or project management role
Essential Job Functions:
- Regular, on-time attendance
- Ability to travel up to once a quarter
- Ability to communicate effectively
- Ability to use office equipment such as a computer, copier and telephone
- Ability to use office computer programs such as e-mail, Google Docs, Microsoft Word, PowerPoint and Excel, and Online DIagramming Software
- Occasionally remain in a stationary position, often standing or sitting for prolonged periods
- Ability to manipulate office equipment such as a computer, copier and telephone
More than a job:
Between now and 2050, global energy demand is forecasted to rise nearly 50%, which is a staggering number. With every step forward - AI, electrification, you name it - that bar may still get higher. Workrise is uniquely positioned to empower the biggest industry in the world to work smarter - and move faster - in the race to rise to this challenge. The world depends on it.We recognize that making an impact matters to you and we believe in providing an environment that fosters your growth. We use data to drive our decisions and improve the experience of the workers and clients we serve.
With mutual respect for each other, we continually collaborate to find the best solution.
We support you with:
For eligible roles:
- Flexible paid time off for full-time employees
- Medical, dental, and vision insurance
- Telehealth
- 401(k) with company matching contribution
- Flexible remote work support where applicable
- WFH Contribution
- Wellness allowance
- Calm App
- Learning opportunities
- Financial planning support
- Parental leave
- Employee Assistance Program
- Pet Insurance
- Opportunity to earn bonus, commission, and/or equity
- Onsite Gym
Workrise is committed to providing an environment where all people feel belonging, mutual respect, and the freedom to be their authentic selves. We welcome applicants of all gender identity and expression, sexual orientation, neurodiversity, educational background, religion, ethnicity, disability, age, veteran status, and citizenship. We’d love to learn what you can add to our team.
Who we are:
What began as a workforce management platform for Oil & Gas has since grown to serve the biggest companies in energy across both workforce and vendor management, absorbing much of the supply chain complexity these energy companies face and making it easier, faster, and safer to get work done. To date, Workrise has raised over $750M in funding from Founders Fund, Andreessen Horowitz, Bedrock Capital, Brookfield, and Baillie Gifford, along with others, and will continue to use these investments for strategic growth. We’d love to share more through the interview process and look forward to learning more about your journey.
