Enterprise Customer Success Manager

4 days ago

Scottsdale, Arizona, United States Workiva Full time
{"title": "Customer Success Manager", "description": "Role Overview

The Customer Success Manager at Workiva is a key role that focuses on driving customer happiness and growth. This position requires building strong relationships with customers, understanding their needs, and collaborating with internal teams to ensure seamless interactions.

Key Responsibilities
  • Build strong relationships with key customer stakeholders to guide the organization and introduce Workiva to different teams.
  • Generate leads for the Workiva sales team to pursue.
  • Evaluate organizational inefficiencies to help customers define appropriate business outcomes.
  • Identify opportunities for Workiva to consult with customers on setups.
  • Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap.
  • 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 for new teams as needed to ensure users are active in Workiva's Platform.
  • Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva's Platform.
  • 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 and how it is used in each market where Workiva maintains a presence.
  • Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary.
  • Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform.
  • Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers' expectations are being met.
Requirements
  • 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 with strong propensity for action, results, and continuous improvement and proven track record to solve technical problems.
    • Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines.
Travel Requirements & Working Conditions

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 Rewarded

Salary range in the US: $87,000 - $148,000. A discretionary bonus typically paid annually. Restricted Stock Units granted at time of hire. 401(k) match and comprehensive employee benefits package.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other protected characteristic.

We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

"}

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