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Customer Success Manager
2 months ago
The Enterprise Customer Success Manager at Workiva is a dynamic role focused on driving customer happiness and growth. By building strong relationships, understanding customers, and collaborating with internal teams, you'll help customers get the most from our solutions.
You'll be a customer champion, driving adoption, and finding innovative ways our platform can solve challenges. Your positivity and project management skills will ensure smooth interactions, leading to satisfied customers, expanded usage, and business success.
Key Responsibilities- Build Strong Relationships: Develop and maintain strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams.
- Generate Leads: Identify and generate leads for the Workiva sales team to pursue.
- Evaluate Organizational Inefficiencies: Evaluate organizational inefficiencies to help customers define appropriate business outcomes.
- Consult on Setups: Identify opportunities for Workiva to consult with customers on setups.
- Develop Relationships with Account Teams: Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap.
- Understand Customer Needs: Understand customer needs well enough to identify users that might not be seeing value in Workiva's Platform and execute a plan to increase return on investment (ROI).
- Facilitate Training: Facilitate training (by self-service or virtual mods) for new teams as needed to ensure users are active in Workiva's Platform.
- Conduct Meetings: Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva's Platform.
- Understand Customer Expectations: Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline.
- Learn the Workiva Platform: Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence.
- Ensure Customer Awareness: Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform.
- Engage with Onboarding Team: Engage with the onboarding team, solution architects, and any other team providing service to the customer to ensure customer expectations are being met.
- Minimum Qualifications: 6+ years of related experience, Bachelor's degree - An advanced degree will be considered in lieu of experience.
- Preferred Qualifications: Experience supporting a SaaS product preferred, Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment, Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions.
- Self-Motivated: Self-motivated with strong propensity for action, results, and continuous improvement and proven track record to solve technical problems.
- Exceptional Organizational Skills: Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines.
Willingness to travel up to 25% for team and corporate meetings, fostering relationships and representing company interests. Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.
How You'll Be RewardedSalary Range in the US: $87,000.00 - $148,000.00. A discretionary bonus typically paid annually. Restricted Stock Units granted at time of hire. 401(k) match and comprehensive employee benefits package.
The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors.
