Lead Customer Success Architect, Workiva

• Bachelor's degree or equivalent combination of education and experience in a related field
• 6+ years of experience in customer-facing roles such as Customer Success, Product

Desirable

• Join us as a Lead Customer Success Architect at Workiva, where you'll spearhead our dedication to customer and partner triumphs as the head of our Success Architect Team
• Your main role involves collaborating closely with valued partners and our mutual customers to create impactful early experiences that ensure long-term success for everyone involved
• You'll be at the forefront of decision-making and communication for your assigned customers, working alongside VPs and Executives to identify innovative opportunities and implement solutions that enhance customer satisfaction
• With your expertise in Workiva's offerings, you'll provide strategic guidance to customers and partners, maximizing the value they receive from our solutions
• Deliver Value Early:
• Collaborate closely with VP and Executive-level customers to understand their business goals and challenges, identifying areas for Workiva's success
• Define key positive business outcomes (PBOs) and success metrics in partnership with customers to align with their business objectives
• Facilitate the achievement of quick wins and demonstrate the tangible benefits of Workiva during the early stages of engagement
• Partner Collaboration:
• Initiate and nurture strong, collaborative relationships with our partner community, grasping their business models, goals, and values
• Act as the primary liaison between partners and internal teams, ensuring seamless information flow and alignment on strategic objectives
• Identify and mitigate customer and partner risks within high-touch accounts, taking necessary actions for resolution
• Advocate for customers internally by providing continuous feedback to various teams within Workiva
• Customer Graduation:
• Assess customers' readiness to transition to a traditional Customer Success Manager (CSM) role, ensuring continued success with our solutions in the long term
• Collaborate with customers and internal teams to ensure a smooth transition, providing comprehensive documentation and insights into the customer's journey
• Consult internally and with customers, Partner Pod members, and partners on best practices, workflows, and management business reviews
• Develop multi-level relationships within customer organizations, serving as a trusted advisor to executives and key stakeholders
• Educate customers on maximizing value from the Wdesk platform for strategic initiatives and departmental goals
• Drive team improvements through quarterly Management by Objectives (MBOs)
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure customers are consistently progressing towards key milestones of the Customer Journey using customer-facing Success Plans