Wrike is a work management platform, intended to help teams organise their projects and work collaboratively in one place. with over 18,000 customers and over 880 employees based across San Jose & San Diego (California), St.Petersburg, Tokyo, Melbourne & Dublin!

Customer Success Team Leader

Wrike has opened a new office in Prague and we're looking for you to join our Marketing Team.

We are looking for a Manager for our Wrike Customer Success team based in St Petersburg and Prague. In this role, you will play a key part in growing and leading our Customer Success team. You will coach and grow our great team into future leaders in the organization. You may also manage a small book of business as you ramp up into the role.

Your manager will be Amir Younes

What will you do?

  • Manage weekly activities of direct reports and holding them accountable for account management aspects of the role (e.g. all newly assigned accounts are being reached out to promptly; outreach to ongoing accounts is happening in line with expectations; team members are reaching their weekly call goals)
  • Coach and direct reports as needed on account management aspects of the CS role
  • Track direct reports activities in Strikedeck (completing CTAs, adding meeting notes, updating health scores) and intervene when expectations are not met
  • Help onboard the team to process changes across the organization and articulate not only the how but also the why of why this is important
  • Perform periodic performance reviews with each team member and provide recommendations to upper management on career development plans
  • Step into difficult client situations that your direct reports escalate to you, and if you can’t solve the issue yourself, escalate to the regional services leader
  • Manage the engagement of the team and all its members, ensuring staff retention of greater than 90%
  • Manage the operational aspects of the team including tracking and managing direct reports' workload
  • Communicate openly and proactively to upper management issues and suggested solutions
  • Develop suggestions on how to improve internal customer success processes and best practices for working with clients and forumlize into playbooks for scaled success
  • Establish yourself as a liaison with related teams (sales, account mgmt, product, etc), provide suggestions on how to improve collaboration/ handoffs and drives some of these ideas to action

What are we looking for?

  • 5+ years of professional experience in a customer facing environment, ideally with organizations adopting new software solutions and technologies
  • 3+ years of direct people management responsibility in customer facing Software Services team
  • Outstanding verbal and written communication skills in English
  • Proven experience in presentation skills to all levels of an organization, with the ability to present complex ideas in an engaging way, or dive into the technical detail as needed
  • Passionate about personal and team productivity
  • Proven ability to collaborate within a globally dispersed team
  • Excellent understanding of standard business process and organizational structure
  • Strong experience in using project management methodologies such as Agile, PMI, Lean
  • Experience in managing change within organizations that are adopting new technology
  • Proven ability to coach and mentor team members
  • Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathic, shows tact and poise under pressure when dealing with difficult interpersonal situations, high degree of patience
  • Ability to work between 5PM and 2AM

What can you expect from us?

  • Flexible work schedules
  • 25 days of paid vacation
  • 5 sick days and 2 weeks of 100% salary compensation during illness
  • Free yearly public transportation card
  • 3,500 CZK meal vouchers per month, unlimited snacks and refreshments in the office
  • English and Czech language courses
  • 40,000 CZK personal budget for well-being, education, sports, and healthcare
  • Multisport card contribution
  • Company mobile phone plans

Through the recruitment process you'll be guided by Václav Němec

More about Wrike and our Prague office can be found at prague.wrike.com

Information about position

Wrike Czech, s.r.o.
Plynární 1617/10, Praha – Holešovice
Required education: Education is not important
Required languages: English (Advanced), German (Advanced)
Benefits: Above-standard medical care, Notebook, Flexible start/end of working hours, Transport allowance, Meal tickets / catering allowance, Holidays 5 weeks, Educational courses, training, Cafeteria, Refreshments on workplace, Contribution to sport / culture / leisure, Sick days, Occasional work from home, Corporate events, Work mostly from home, Individual schedules of working hours, Opportunity to work up hours, Launch of a completely new project
Listed in: IS/IT: Consultations, analyses, and project management, Sales, Account Manager, IT Consultant, Project Manager, Key Account Manager
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

Wrike Czech, s.r.o., Václav Němec