Job detail for Senior Manager, Professional Services

About Workato

Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit workato.com.

Why join us?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.

But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

• Business Insider named us an “enterprise startup to bet your career on”

• Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

• Quartz ranked us the #1 best company for remote workers

**Key **

Delivery Leadership & Transformation

• Lead Japan's Professional Services team, managing and coaching a team of Consultants in transitioning from packaged onboarding delivery toward SOW-based implementation and advisory engagements.
• Oversee delivery quality across both implementation projects and advisory engagements, ensuring customer success throughout the full engagement lifecycle.
• Champion adoption of Workato's GEARS framework, and evolve delivery methodology to address Agentic AI and Enterprise MCP use cases.
• Drive continuous improvement of delivery processes, tools, and documentation to support scale and repeatability.

Customer Engagement

• Engage in customer strategy sessions, QBRs, and executive engagements, articulating the business value of Workato's platform and services.
• Oversee escalation management, working cross-functionally with the account team and Product & Engineering to drive resolution and customer satisfaction.
• Support pre-sales efforts by clearly articulating the value of professional services and guiding customers through scoping and engagement design.

New Services Development – Agentic AI & Enterprise MCP

• Spearhead the development and launch of Japan-specific services offerings focused on Agentic AI and Enterprise MCP, in alignment with Workato's global product direction.
• Work with global PS leadership to shape service packages, delivery methodologies, and go-to-market strategies for next-generation offerings.

Team & Organization Building

• Recruit, onboard, and develop talent to build a high-performing, scalable Professional Services team in Japan.
• Establish clear career frameworks, performance goals, and development plans aligned with Workato's global Professional Services career framework.
• Foster a culture of accountability, customer focus, and continuous learning.

Partner Ecosystem Development

• Build and manage a Japan partner ecosystem, leveraging SIers and consulting firms as delivery partners and channel partners to extend Workato's reach and delivery capacity.
• Enable and certify partners to deliver Workato implementations independently, driving scalable customer success across Japan.
• Collaborate with the Channel and Alliances team to align partner strategy with services growth objectives.

Operational Excellence

• Track and report on key performance metrics including team utilization, customer satisfaction, and engagement health, providing regular updates to Japan and global leadership.
• Manage resource allocation across the team and partner network to optimize delivery capacity and quality.
• Contribute to pricing, packaging, and operational planning for Japan PS in collaboration with global teams.

Requirements

Qualifications / Experience / Technical Skills

• 12+ years of experience in professional services, technical consulting, or services leadership within a SaaS, iPaaS, or enterprise software company.
• 5+ years of leadership experience managing technical delivery teams, with a demonstrated track record of building and scaling organizations.
• Proven ability to build and maintain C-level relationships within Japan's enterprise market, with deep understanding of Japanese enterprise business culture.
• Strong technical fluency in integration, automation, and emerging Agentic AI / Enterprise MCP technologies — able to engage credibly in architecture discussions and translate complex concepts for executive audiences.
• Experience managing both SOW-based implementation engagements and advisory/consultative service models.
• Demonstrated success in building partner ecosystems with SIers and consulting firms in Japan, including partner enablement and co-delivery models.
• Excellent communication skills in both Japanese and English, with the ability to navigate seamlessly between customer-facing conversations and cross-functional global collaboration.
• Strong resource management and prioritization skills across a distributed team and partner network.
• Proactive, self-motivated, and comfortable operating in a high-growth, fast-moving environment with ambiguity.

Nice to Have

• Hands-on experience with Workato or other leading iPaaS platforms (MuleSoft, Boomi, Tray.io, etc.).
• Familiarity with enterprise applications such as Salesforce, Workday, ServiceNow, SAP, or NetSuite.
• Experience in pre-sales or technical advisory roles within an iPaaS or automation context.
• PMP, Scrum, or Agile certification.
• Prior experience in a high-growth startup or scale-up environment.
• Track record of driving software expansion through professional services engagements.

Job Summary

Workato is looking for a Senior Manager to lead and grow our Professional Services organization in Japan. This is a key leadership position during a phase of transition from onboarding-focused delivery to large-scale, complex projects centered on Agentic AI and Enterprise MCP.

Reporting to the Director of Customer Success in Japan, you will also collaborate with the global Professional Services organization. You will oversee the entire Professional Services function in Japan, from delivery quality and building relationships with customer executives to developing the partner ecosystem. You will play a central role in designing and building the future of Professional Services in Japan for Workato's next phase of growth.

**Key **

Delivery Leadership and Transformation

• Lead the Japan Professional Services team, managing and coaching consultants. Drive the transition from packaged onboarding support to implementation support and advisory engagements based on SOWs (Statements of Work).
• Oversee delivery quality for implementation projects and advisory engagements, ensuring customer success throughout the project lifecycle.
• Promote the adoption of Workato's GEARS framework and evolve delivery methodologies to support Agentic AI and Enterprise MCP use cases.
• Drive continuous improvement of delivery processes, tools, and documentation to support scale and repeatability.

Customer Engagement

• Participate in customer strategy sessions, business reviews, and executive engagements to clearly communicate the business value provided by Workato's platform and services.
• Oversee escalation management, working cross-functionally with account teams, product, and engineering to resolve issues and improve customer satisfaction.
• Support pre-sales activities by clearly explaining the value of professional services and assisting with scoping and engagement design.

New Services Development – Agentic AI and Enterprise MCP

• Lead the planning, development, and launch of Japan-market-specific services focused on Agentic AI and Enterprise MCP, in alignment with Workato's global product strategy.
• Collaborate with global PS leadership to define service packages, delivery methodologies, and Go-to-Market strategies for next-generation services.

Team and Organization Building

• Build a high-performing, scalable Professional Services team in Japan through recruitment, onboarding, and talent development.
• Establish clear career frameworks, performance goals, and development plans in line with Workato's global PS career framework.
• Foster a culture that emphasizes ownership, customer focus, and continuous learning.

Partner Ecosystem Development

• Build and manage a partner ecosystem by leveraging SIers and consulting firms as delivery and channel partners to expand Workato's market reach and delivery capacity in Japan.
• Promote enablement and certification programs so partners can independently provide Workato implementations, driving scalable customer success across Japan.
• Collaborate with the Channel and Alliances team to align partner strategy with service growth objectives.

Operational Excellence

• Track and report on key KPIs such as team utilization, customer satisfaction, and engagement health, providing regular updates to leadership in Japan and globally.
• Manage resource allocation across the team and partner network to optimize delivery capacity and quality.
• Collaborate with global teams to contribute to pricing, packaging, and operational planning for Japan PS.

Requirements

Required Qualifications, Experience, and Technical Skills

• 12+ years of experience in professional services, technical consulting, or service organization leadership within a SaaS, iPaaS, or enterprise software company.
• 5+ years of experience managing technical delivery teams, with a proven track record of building and scaling organizations.
• Proven track record of building and maintaining C-level relationships in the Japanese enterprise market, with a deep understanding of Japanese business culture.
• High level of technical expertise in integration, automation, and emerging Agentic AI/Enterprise MCP technologies, with the ability to participate credibly in architectural discussions. Ability to explain complex concepts clearly to executive audiences.
• Experience managing both SOW-based implementation projects and advisory/consulting service models.
• Proven track record of building partner ecosystems with SIers and consulting firms in Japan, including partner enablement and co-delivery models.
• Excellent communication skills in both Japanese and English, with the ability to smoothly handle customer interactions and global cross-functional collaboration.
• Strong resource management and prioritization skills across distributed teams and partner networks.
• Proactive, self-motivated, and capable of adapting to a fast-paced, high-growth environment with ambiguity.

Preferred Qualifications

• Hands-on experience with Workato or major iPaaS platforms (MuleSoft, Boomi, Tray.io, etc.).
• Knowledge of enterprise applications such as Salesforce, Workday, ServiceNow, SAP, or NetSuite.
• Experience in pre-sales or technical advisory roles in the iPaaS or automation domain.
• PMP, Scrum, or Agile certification.
• Experience in a high-growth startup or scale-up company.
• Proven track record of driving software adoption and expansion through professional services engagements.