Enterprise Customer Success Manager

Workiva

295d • $93,000 - $149,000

About The Position

The Enterprise Customer Success Manager (ECSM) at Workiva is a dynamic role focused on customer happiness and growth. By building strong relationships, understanding customers, and collaborating with internal teams, you'll help customers get the most from our solutions. You'll be a customer champion, driving adoption, and finding innovative ways our platform can solve challenges. Your positivity and project management skills will ensure smooth interactions, leading to satisfied customers, expanded usage, and business success. Join us in making a difference for our customers and Workiva!

Requirements

• 8+ years of related experience
• Bachelor's degree - An advanced degree will be considered in lieu of experience

Nice To Haves

• 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

Responsibilities

• Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams
• Generate leads 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

Benefits

• Salary range in the US: $93,000.00 - $149,000.00
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree