Technical Account Manager, Workiva

• Typically requires a minimum of 6 years of related experience
• Bachelor’s degree
• Reliable internet access for any period of time working remotely, not in a company office
• Willingness to travel (up to 10% of the time) for team and customer meetings, and corporate events

Desirable

• Workiva’s Technical Account Managers (TAMs) are a critical part of our customer-facing team, serving both federal and enterprise accounts. The TAM acts as the primary point of contact and strategic advisor for high-profile customers, managing all aspects of product support for the customer from issue resolution to proactive planning, guidance and prevention
• This role blends account management strategies with technical advanced support skills in order to act as a trusted advisor for our customers by navigating complex customer needs, delivering exceptional support, and driving platform adoption
• Serve as the main liaison for strategic customers to ensure timely response and resolution delivery
• Maximize and enable our customers' ROI on the Workiva Platform while ensuring the highest levels of security and compliance, particularly for federal clients and those requiring confidentiality of their data
• Build strong relationships with key stakeholders, including executives, servicing as the main contact for all support related issues
• Manage and report on performance against service level agreements (SLAs), creating action plans when SLAs are not being met
• Facilitate regular customer conference calls and meetings to ensure continuous information flow and timely updates
• Oversee escalations and deliver Root Cause Analysis for high priority cases
• Advocate for customers internally by providing feedback to various Workiva teams included, but not limited to, Sales, Services, Marketing, Product, and Engineering
• Work with Sales and Customer Success as needed to aid in upcoming renewals and achieve revenue retention targets
• Collaborate with internal teams to drive adoption through effective onboarding, training, and support
• Ensure technical health of the platform through business reviews or consultations
• Maintain comprehensive knowledge and certifications of the Workiva Platform to meet the evolving needs of customers