Associate Customer Success Manager

Soroco is on a mission to discover how the world works to help teams be their best. To do this we are evangelizing and commercializing a new technology category called Work Graph, which is a structured view of how teams get work done across people, process, technology, and documents.

The work graph unifies disjoint categories like Process Mining, Task Mining, user training, BPM and RPA to provide a single source of truth. Teams can use the work graph to identify and resolve sources of friction at work, such as technology impediments, poor process design, opportunities for learning and collaboration, among others. Sorocos work graph platform, Scout enable sa culture of continuous improvement and identifies benefits from applying a portfolio of change levers, delivering targeted change programs at scale.

Soroco has offices in Boston, London, and Bangalore with a roster of Fortune 500 customers across 30 countries. Our team has published 150+ papers and patents. Visit www.soroco.com to learn how we help teams discover their work graph.

What we are looking for

The Associate CSM will fuel the growth of the account by working with client teams and Sorocos team to deliver Scout projects and analysis that have high client impact. An engagement starts with procuring Scout licenses and concludes with the client seeing highly actionable insights from the Scout data. Each engagement can be phased into multiple deployments across the clients business units

The typical activities of Associate CSM are:

• Pre-planning and defining success metrics:
• Work with the client to understand their expectations for a Scout engagement (e.g., what metrics are they trying to optimize, what parts of their business are relevant)
• Apply various frameworks to help the customer structure a plan for where to place Scout licenses, along with defining what success looks like
• Ensure that the success metrics for the engagement are constantly tracked and are central to all discussions and updates
• Drive the kickoff meeting for the implementation of Scout, including stakeholder alignment, timeline review, and doing requisite trainings on the Scout portal
• Visit/interact with the clients business team (onsite)periodically and hand hold them through the initial few weeks of the implementation, if applicable
• Continue to drive adoption of the Scout product / licenses to ensure all licenses are being used and the client is deriving maximum value
• Present plan for account expansion to Sorocos team, and finalize an account plan for expanding Scout within your accounts
• Identify opportunities, internally and externally, to reduce time to deliver successful outcomes to engagement the client
• Is technically aware about the latest developments in the field of Automation, generative AI, Agentic AI
• Is technically exposed in writing Database queries and is exposed to any BI tools like PowerBI

Must-Have Qualifications

• Approximately 2+ years in client-facing functional consultant role
• MBA from a Top Business School strongly preferred. Exceptional candidates from MBA colleges with proven track records in consulting or SaaS will also be considered.
• Ability to translate complex SaaS product capabilities into clientready solutions, ensuring adoption and measurable ROI.
• Has worked on database (Postgres) and any reporting tool like PowerBI.
• Experience with agile project management and enterprise-grade software development
• Ability to manage concurrent implementation projects, including schedules, status, and documentation of each