Enterprise Customer Success Manager, Workiva

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

Desirable

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