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Account Success Manager

2 months ago

Ames, Iowa, United States Workiva Full time

The Client Success Coordinator will oversee a diverse portfolio of small client accounts, emphasizing automation, client retention, and upselling opportunities. This role operates within a low-touch, high-volume framework and necessitates robust customer relationship management and technical expertise. The Client Success Coordinator will serve as the primary liaison for these clients throughout their engagement with Workiva.

Key Responsibilities

  • Employ various communication techniques to enhance user engagement and optimize product utilization.
  • Grasp the functionalities of the Workiva Platform and align them with client objectives.
  • Analyze client behavior to pinpoint areas for enhancing the customer experience.
  • Refine the tech touch initiative by establishing schedules of impactful "tech touches" throughout the client journey: onboarding, adoption, impact, and renewal.
  • Collaborate with internal teams (sales, customer success operations, support, product, marketing) to assess and ensure program coherence while achieving business objectives.
  • Utilize Gainsight to track at-risk clients through usage metrics, reporting, and analytics.

Qualifications

Minimum Requirements

  • Background in Customer Success, Customer Service, Account Management, Sales, or a related field.
  • Bachelor's degree or equivalent professional experience.

Preferred Qualifications

  • Enthusiasm for technology and client engagement.
  • Strong commitment to client success beyond mere satisfaction.
  • Excellent communication skills, demonstrating active listening and clarity in oral, written, and interpersonal interactions.
  • Highly organized and detail-oriented, with the ability to prioritize and manage multiple tasks effectively.
  • Adaptable and flexible, thriving in a dynamic, fast-paced environment.
  • Self-motivated with strong time management skills to handle competing priorities.

Travel and Working Conditions

  • Minimal travel required.
  • Reliable internet access is necessary for remote work.

Compensation and Benefits

Salary range in the US: $44,000 - $70,000.

Includes a discretionary annual bonus, Restricted Stock Units at hire, 401(k) matching, and a comprehensive benefits package.

The salary range reflects the low and high ends for this position in the US. Actual offers will consider various factors, including skills, qualifications, and experience.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer, valuing diversity in backgrounds, beliefs, and perspectives. Employment decisions are made without regard to any protected characteristic.

Workiva is committed to providing reasonable accommodations to applicants with disabilities.

Employees undergo comprehensive security and privacy training tailored to their roles, ensuring compliance with company policies and regulations.

Workiva supports flexible work arrangements, allowing employees to work from an office or remotely within their country of employment.