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Customer Engagement Specialist

2 months ago

Ames, Iowa, United States Workiva Full time

The Client Success Advocate will oversee a diverse portfolio of small client accounts, emphasizing automation, retention, and upselling opportunities. This role operates within a low-touch, high-volume framework, necessitating robust relationship management and technical expertise. The Client Success Advocate 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 technology-driven engagement strategy by establishing impactful interactions throughout the customer journey: onboarding, adoption, impact assessment, and renewal.
  • Collaborate with internal teams (sales, customer success operations, support, product development, marketing) to evaluate and ensure program coherence while achieving business objectives.
  • Utilize Gainsight to track at-risk clients through usage patterns, reporting, and analytics.

Qualifications Required

Minimum Qualifications

  • 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 fostering customer relationships.
  • Strong commitment to client success beyond mere satisfaction.
  • Effective communication skills, demonstrating active listening and clarity in verbal, written, and interpersonal interactions.
  • Highly organized and detail-oriented, with the ability to prioritize and manage multiple tasks efficiently.
  • Adaptable and flexible, thriving in a dynamic, fast-paced environment.
  • Self-motivated with the capability to manage time and prioritize competing responsibilities.

Travel and Work Environment

  • 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 granted upon hiring.

401(k) matching and a comprehensive benefits package.

The salary range reflects the low and high ends for this position in the US, with variations based on location and individual qualifications.

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

Workiva is dedicated 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.