As an Enterprise Customer Success Manager, your main objective is to maximize our customers’ return on investment (ROI) in the Workiva Platform and to facilitate communication between internal and external stakeholders. You will cultivate close relationships with management sponsors, and serve as a strategic advisor to VPs, chief executives, and key stakeholders throughout the customer lifecycle, guiding them along the value curve and product maturity model. You will work closely with Workiva’s Services, Support, Marketing, Sales, and internal leadership teams to ensure widespread and scalable adoption by effectively onboarding, training, and supporting customers throughout their journey.
What You’ll Do
Drive customer adoption of the Workiva platform and prove quantifiable ROI at the VP or Chief Executive level
Consult on best practices, workflows, and management business reviews
Develop multi-level relationships, internally and throughout customer organisations and serve as a trusted advisor navigating the customer expectation at all levels and delivering upon this
Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure efficient resolution
Record customer activity, outcomes, issues, and communication in customer management tools
Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans at organisation and solution levels
Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams
Work with Sales to manage and forecast a pipeline of upcoming renewal opportunities & growth opportunities; consistently achieving gross and net revenue retention targets
Enable customers to attain maximum value of the Workiva Platform
Drive team improvements through quarterly objectives
Lead by example and utilize leadership skills to benefit others in the Customer Success team
Be one of the first members of a new team building out ways of working and processes
What You’ll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of education and experience in a related field
6 years of related experience in Customer Success, Customer Service, Account Management, or Sales
Preferred Qualifications
Experience supporting a SaaS application preferred
Ability to operate in ambiguity as the team builds out over time
Expert in assigned customer use cases and solutions within a software platform
Deep commitment to customer success
Ability to understand and simplify complex problems and solutions
Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders
Self-starter with excellent time management and prioritization abilities
Travel Requirements & Working Conditions
20% travel for customer and internal meeting
Reliable internet access for any period of time working remotely and not in a Workiva office
Workiva is an Equal Opportunity 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, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
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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