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Open nowPosted 107 days ago

Manager, Professional Services Consultant

WalkMe22 open roles

Where
Tokyo
Work mode
Hybrid
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Your applicationOpen nowManager, Professional Services ConsultantWalkMe · Tokyo

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The clock on this job

Early applications get read.

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Share of postings closed within
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  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 107 days ago

The posting

Industry leader? Well, how about an industry creator?!

WalkMe, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. WalkMe guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform. Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust WalkMe. WalkMe turns AI potential into AI performance.

So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!

The Manager, Professional Services Consultant is an important role at WalkMe as they will own the implementation of our product for our customers. We're looking for a passionate and motivated team member who will partner with our customers to design and build solutions that enhance the user experience across multiple websites and platforms. The ideal candidate is passionate about technology, solutioning, and customer success. You will report to Senior Director, Professional Services, APJ.

マネージャー、プロフェッショナルサービスコンサルタントは、顧客へのWalkmeの導入を担っている極めて重要な役割です。私たちは、情熱と意欲を持ち、顧客とパートナーシップを組み、複数のWebサイトやプラットフォームにわたるユーザーエクスペリエンスを向上させるソリューションを設計・構築できるチームメンバーを求めています。テクノロジー、ソリューション提案、そしてカスタマーサクセスに情熱を注げる方を歓迎します。本ポジションは、APJ（アジア太平洋・日本）地域のプロフェッショナルサービス担当シニアディレクターの直属となります。

What You'll Own/主な職務

  • Lead training, and nurturing talent across the technical delivery team by providing coaching, skills development, and career planning.
  • Manage team performance, acting on internal and customer feedback about team quality of work.
  • Develop and embed best practices for implementation methodology and cross-team collaboration.
  • Promote understanding of new product features to ensure the team maintains advanced knowledge.
  • Foster an open, productive, and trust-based team dynamic through an inquisitive and supportive leadership approach.
  • Oversee the delivery of the team's implementation projects, ensuring ongoing focus on value and quality.
  • Design, guide, and review the build of interactive WalkMe experiences that enhance end-user onboarding, accelerate feature adoption, and drive business impact.
  • Manage team capacity and partner with SE Leads to resource customer engagements, coordinating efforts where needed.
  • Serve as the primary contact for customer escalations, in partnership with the Account Management team.
  • Partner with customers' application owners to understand their business objectives, pain points, and end-user needs, providing expert WalkMe recommendations.
  • Conduct and oversee training sessions for customers on WalkMe best practices to maximize product value.
  • Ensure smooth troubleshooting and resolution of WalkMe implementation issues across platforms and devices.
  • Foster strong cross-functional collaboration with UX/UI designers, developers, customer success teams, and other stakeholders.
  • Use data inputs to provide recommendations that support ongoing team and process improvement.
  • Partner with peers and Services leadership to implement the long-term team vision.
  • Stay updated with the latest trends and advancements in WalkMe and digital adoption technologies, promoting continuous learning within the team.
  • 日本におけるテクニカルデリバリーチーム全体を率い、コーチング、スキル開発、キャリアプランニングを通じて人材を育成する。
  • チームの成果物に対する社内・顧客からのフィードバックに基づき、チームのパフォーマンスを管理する。
  • 導入手法やチーム間コラボレーションに関するベストプラクティスを策定し、定着させる。
  • 新機能の理解を促進し、チームが常に高度な知識を学び身に着けられるようにする。
  • オープンで生産的、かつ信頼に基づいたチームダイナミクスを醸成する。
  • チームの導入プロジェクトを統括し、継続的に価値と品質を追求する。
  • ユーザーのオンボーディングを強化し、機能活用を促進し、ビジネスインパクトを創出するためのインタラクティブなWalkMe体験の設計、ガイダンス、および構築レビューを行う。
  • 顧客のアプリケーションオーナーとパートナーシップを築き、ビジネス目標、課題、エンドユーザーのニーズを深く理解した上で、WalkMe活用のための専門的な推奨事項を提供する。
  • 製品価値を最大化するため、WalkMeのベストプラクティスに関する顧客向けトレーニングを実施・監督する。
  • 様々なプラットフォームやデバイスにおけるWalkMe導入時のトラブルシューティングと問題解決を円滑に進める。
  • UX/UIデザイナー、開発者、カスタマーサクセスチーム、その他のステークホルダーと緊密に連携し、部門横断的なコラボレーションを推進する。
  • データに基づき、継続的なチームおよびプロセスの改善に向けた推奨事項を提供する。
  • チームの長期的なビジョンを実現するため、他のマネージャー層やサービス部門のリーダーシップと連携する。
  • WalkMeやデジタルアダプション技術の最新トレンドを常に把握し、チーム内での継続的な学習を促進する。

What You Need to Succeed/応募要件

  • 7+ years of experience in Professional Services, Implementation Consulting, or Customer Success, delivering enterprise-level SaaS implementations.
  • 3+ years of SaaS experience.
  • 2+ years managing a team of small members, including recruiting and developing talent.
  • Experience managing team goals and performance.
  • Experience partnering with leadership peers to improve cross-team collaboration and developing new team skills to accommodate growth.
  • Previous experience with the WalkMe platform or other similar user guidance and onboarding tools is a plus.
  • Strong understanding of user behavior and how to improve user engagement through digital adoption platforms.
  • Analytical mindset, capable of interpreting data to make data-driven decisions and optimize WalkMe implementations.
  • Excellent communication and collaboration skills, with the ability to work effectively across teams and with senior stakeholders.
  • Strong project management skills, with demonstrated ability to oversee multiple engagements within timeline and resources.
  • A passion for providing an outstanding service experience to every customer.
  • Experience working in an agile development environment is a plus.
  • Come to the office 3 times a week.
  • Native level of Japanese and Business English.
  • プロフェッショナルサービス、導入コンサルティング、またはカスタマーサクセスにおける7年以上の経験（エンタープライズレベルのSaaS導入経験必須）。
  • 3年以上のSaaS経験。
  • 小規模チームのマネジメント経験（採用および人材育成を含む）。
  • チームの目標管理およびパフォーマンス管理の経験。
  • リーダー層と連携し、部門横断的なコラボレーションの改善や、成長に合わせたチームの新たなスキルセット開発を主導した経験。
  • WalkMeプラットフォーム、または類似のユーザーガイダンス／オンボーディングツールの使用経験があれば尚可。
  • ユーザー行動への深い理解と、デジタルアダプションプラットフォームを通じたエンゲージメント向上の知見。
  • データを解釈し、データに基づいた意思決定とWalkMe導入の最適化を行える分析的な思考力。
  • 優れたコミュニケーション能力とコラボレーション能力（チーム間やシニアステークホルダーと効果的に働けること）。
  • 強力なプロジェクト管理スキル（限られたリソースと期間内で複数の案件を統括できること）。
  • すべての顧客に卓越したサービス体験を提供することへの情熱。
  • アジャイル開発環境での実務経験があれば尚可。
  • 週3日のオフィス出社。
  • 日本語ネイティブレベル、ビジネス英語レベル。

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

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