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

Informace o pozici

Wrike Czech, s.r.o.
Plynární 1617/10, Praha – Holešovice
Required education: Education is not important
Required languages: English (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