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Client Success Specialist

2 months ago

Little Ferry, New Jersey, United States Workiva Full time
Overview

At Workiva, our Customer Success Managers (CSMs) play a vital role in our customer-centric operations.

The CSM acts as the main liaison for clients, overseeing the complete customer journey by concentrating on business results and pinpointing growth opportunities within their assigned accounts after the sale.

Your primary objective as a CSM will be to enhance our clients' return on investment in the Workiva Platform. You will cultivate and sustain strong relationships with management, product adoption advocates, and/or key stakeholders throughout the customer lifecycle.

Collaboration with Workiva's Services, Support, Marketing, and Sales teams will be essential to promote adoption by ensuring clients are effectively onboarded, trained, and supported throughout their journey.


Key Responsibilities:
  • Facilitate customer adoption of Workiva solutions
  • Continuously demonstrate ROI to clients
  • Advise on best practices, workflows, and management business reviews
  • Establish multi-faceted relationships within customer organizations
  • Identify risks within assigned accounts and take necessary actions to manage or escalate for efficient resolution
  • Ensure all clients are consistently progressing toward key milestones of the Customer Journey using customer-facing Success Plans
  • Advocate for clients internally by providing ongoing feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams
  • Collaborate with Sales to understand the specifics of upcoming renewals
  • Educate clients on utilizing the Workiva Platform
  • Utilize customer management tools to monitor client communication, issues, and metrics

Qualifications:

Minimum Requirements:
  • Bachelor's degree
  • A minimum of 2 years of relevant experience (Customer Success, Customer Service, Account Management, or Sales preferred)
  • An advanced degree may be considered in lieu of experience

Preferred Qualifications:
  • Strong commitment to customer success beyond mere satisfaction
  • Ability to comprehend complex issues and articulate their origins simply
  • Excellent communication and presentation skills with comfort in delivering consultative recommendations
  • Self-motivated with the ability to manage time and prioritize competing demands

Telecommuting Requirements:


Willingness to travel, with up to 10% expected for team and corporate meetings, which helps in building strong relationships and representing the company's interests.

Reliable internet access is essential for any period of remote work, as we embrace flexible work arrangements.

Compensation and Benefits:

Salary range in the US:
$53,000 - $90,000
A discretionary bonus typically paid annually
Restricted Stock Units granted at the time of hire
401(k) match and a comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this position 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.


Work Environment:

Our values shape how we operate and who we hire.

You will see these values reflected in how we support our clients, collaborate with team members, develop our products, and in the work environment we've cultivated.


Core Values:
  • Customer Success: Always delight our customers.
  • Trust: Rely on each other.
  • Integrity: Do the right thing, every time.
  • Collaboration: Share resources and work together.
  • Innovation: Keep creating solutions and finding better ways.
  • Inclusion: Support a diverse community where we all belong.
  • Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture provides employees the opportunity to make an impact every day.

We empower our employees with the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground.

We seek talented individuals with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems.


At Workiva, you'll enjoy:

Comprehensive Benefits:

With coverage starting on day one, choose from competitive health, dental, and vision plans on the largest physician networks available.


Casual Dress:
Workiva promotes a casual work environment, where most employees wear jeans to the office.

Engagement:
Opportunities to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company-wide celebrations, and more.

Work-life Balance: We offer competitive PTO, VTO, and Parental Leave. We encourage employees to enjoy life outside of work.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We value diversity of backgrounds, beliefs, and interests, recognizing it as a crucial source of intellectual thought, varied perspectives, 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 individuals from historically marginalized groups to apply.

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