Enterprise Customer Success Manager, Workiva

• 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
• Reliable internet access for any period of time working remotely when not in a Workiva office

Desirable

• 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
• 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