Customer Success Manager
5 maanden geleden
As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform. You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts.
You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey.
As a CSM, your primary mission will be to maximize our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.
What You’ll Do
Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers
Regularly engage with senior stakeholders / champions through meetings, calls, and on-site visits to review their progress, address any concerns, and identify opportunities for additional services or features.
Work closely with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions. Provide insights and best practices to optimise their usage of the Workiva platform.
Consult on best practices, workflows, and management business reviews
Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
Record customer activity, outcomes, issues, and communication in customer management tools
Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams
Drive customer retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional Workiva solutions in collaboration with sales.
Use CRM tools to track customer communication, issues, and metrics
What You’ll Need
Minimum Qualifications
Undergraduate Degree or equivalent combination of education and experience in a related field
2+ years of related experience in Customer Success, Customer Service or Account Management and Sales
Fluency in German and English
Preferred Qualifications
Experience of working in a high growth technology organization - preferably SaaS
Experience working closely with the CFO function within large corporate organizations or finance departments is highly desirable.
Experience driving customer retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional solutions in collaboration with sales.
Knowledge of working with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions.
Ability to analyze and understand complex problems and translate them into simple solutions
Expert communication & presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
Self-starter with ability to manage time and prioritize competing demands
Travel Requirements & Working Conditions
Up to 10% travel annually
Reliable internet access for any period of time working remotely, 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 .
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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