Senior Customer Success Manager

Role Overview

• Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
• Generate leads (CSQL) for the Workiva sales team to pursue
• Evaluate organizational inefficiencies to help customers define appropriate business outcomes
• Identify opportunities for Workiva to consult with customers on setups
• Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
• Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and executing a plan to increase return on investment (ROI)
• Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform
• Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform
• Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline
• Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence
• Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
• Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform
• Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met

Requirements

• 4+ years of related experience
• Bachelor’s degree
• An advanced degree will be considered in lieu of experience
• Fluency in French is preferred for this role
• Experience supporting a SaaS product preferred
• Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment
• Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
• Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
• Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

Benefits

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements