Customer Success Specialist

The Customer Success Specialist will manage a large portfolio (150+) of small customer accounts with a strong focus on automation, client retention and upsell. This is a low touch/high volume model and requires strong customer relationship management & technical skills. This role will be our main point of contact for these customers during their time with Workiva's contract life cycle. The Customer Success Specialist will help drive value realization and return on the client's investment.
What You'll Do

• Utilize a variety of communication strategies to drive end user engagement and maximize product adoption
• Understand the Workiva Platform functionality and be able to map to customer objectives
• Understand our customers' behavior and identify opportunities for customer experience improvement
• Iterate on the tech touch program by developing cadences of value-driving "tech touches" across the customer journey: onboarding, adoption, impact, expansion/renewal
• Collaborate across internal teams (sales, CS ops, support, product, marketing) to analyze and ensure program alignment while ensuring business goals are being achieved.
• Leverage Gainsight to monitor at-risk customers through usage, reporting and analytics

What You'll Need
Minimum Qualifications

• Experience in Customer Success, Customer Service, Account Management, Sales, or equivalent experience
• Bachelor's degree or equivalent experience

Preferred Qualifications

• Passion for technology and customer engagement
• Deeply committed to customer success - not just satisfaction
• Communication: Effectively shares and receives information through active listening and using clear oral, written and interpersonal communication skills
• Highly detail oriented and organized with ability to effectively prioritize and multi-task
• Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
• Self-starter with ability to manage time and prioritize competing demands

Travel Requirements & Working Conditions

• Minimum Travel
• Reliable internet access for any period of time working remotely, not in a Workiva office.

How You'll Be Rewarded
• Salary range in the US: $45,000.00 - $73,000.00• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package
The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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