Lead Customer Success Strategist
2 weeks ago
Overview
The Senior Customer Success Managers (CSMs) at Workiva play a crucial role in our client-focused team. Acting as the main liaison, they oversee the complete customer journey, focusing on achieving business objectives, uncovering expansion possibilities, and ensuring value realization in significant named accounts after the sale. As a Senior CSM, your goal is to enhance customers' return on investment (ROI) in the Workiva Platform. By cultivating robust relationships with key stakeholders, you will act as a strategic consultant, guiding them towards product maturity. Collaborating with various internal departments, your aim is to promote widespread adoption through effective onboarding, training, and support.
Key Responsibilities
- Foster customer engagement with Workiva solutions
- Consistently demonstrate return on investment (ROI) to your clients at the Senior Management level
- Advise on best practices, workflows, and conduct management business reviews
- Build multi-tiered relationships within customer organizations, serving as a trusted advisor to executives and key stakeholders
- Identify potential risks and formulate risk mitigation strategies within high-touch named accounts, taking necessary actions to ensure efficient resolution
- Document customer interactions, outcomes, issues, and communications in customer management systems
- Ensure top-tier customers are consistently progressing towards key milestones of the Customer Journey using customer-centric Success Plans
- Advocate for customers internally by relaying continuous feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams
- Collaborate with Sales to manage a pipeline of upcoming renewal opportunities and consistently meet revenue retention goals
- Empower customers to leverage the Workiva Platform to fulfill technology objectives and maximize return on investment (ROI)
Qualifications
Minimum Requirements
- A minimum of 4 years of relevant experience in Customer Success, Customer Service, Account Management, or Sales
- Bachelor's degree
- An advanced degree may be considered in lieu of experience
Preferred Qualifications
- Strongly dedicated to customer success, beyond mere satisfaction
- Ability to deeply understand complex issues and articulate potential solutions clearly
- Exceptional observation, communication, and presentation skills, with a high level of comfort in delivering consultative recommendations to executives and management teams
- Self-motivated with the capability to manage time and prioritize competing demands
Travel and Working Conditions
- Minimal travel for internal meetings
- Reliable internet access for remote work
Compensation and Benefits
Salary range in the US: $69,000 - $117,000.00
Annual discretionary bonus typically awarded
Restricted Stock Units granted upon hire
401(k) matching and a comprehensive employee benefits package
The salary range reflects the low and high end for this position in the US. Actual salary offers will take into account a variety of factors, including skills, qualifications, experience, and other relevant considerations.
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We value diversity of backgrounds, beliefs, and interests, recognizing it as a vital 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 applications from individuals from historically marginalized groups.
Workiva is committed to providing reasonable accommodations to applicants with disabilities.
Workiva supports flexible work arrangements, allowing employees to work from the location that suits them best.
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