Customer Success Specialist

2 weeks ago

Ames, Iowa, United States Workiva Inc. Full time

At Workiva, Customer Success Specialists (CSS) play a vital role in our client-facing operations. CSSs act as the main liaison for clients, overseeing the complete customer journey by concentrating on business outcomes and uncovering growth opportunities within their assigned accounts after the sale. Your key objective as a CSS will be to enhance our clients' return on investment (ROI) in the Workiva Platform. You will cultivate and sustain strong relationships with management, product adoption advocates, and/or essential stakeholders throughout the customer lifecycle.

Key Responsibilities

Promote customer utilization of Workiva solutions Ensure ongoing ROI for your clients Advise on best practices, workflows, and management business evaluations Build multi-faceted relationships within customer organizations Identify potential risks within assigned accounts and take necessary actions to manage or escalate for effective resolution Ensure all clients are consistently progressing towards key milestones of the Customer Journey using customer-facing Success Plans Represent 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 how to effectively use the Workiva Platform Utilize customer management tools to monitor client communication, issues, and performance metrics

Required Qualifications

Minimum Qualifications

Bachelor's degree or equivalent combination of experience and education in a relevant field; an advanced degree may be considered in lieu of professional experience 2 years of relevant experience (Customer Success, Customer Service, Account Management, or Sales)

Preferred Qualifications

Experience in supporting a SaaS application is preferred Strong commitment to customer success beyond mere satisfaction Ability to comprehend complex issues and articulate the root causes simply Excellent communication and presentation skills with a high level of comfort in delivering consultative recommendations Self-motivated with strong time management and prioritization abilities

Travel and Working Conditions

Willingness to travel up to 10% 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

Compensation and Benefits

Salary range in the US: $53,000 - $90,000

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.

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

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