Enterprise Customer Success Manager

Sorry, this job was removed at 05:06 p.m. (CST) on Friday, Sep 13, 2024
5 Locations
87K-148K Annually
5-7 Years Experience
Artificial Intelligence • Cloud • Fintech • Professional Services • Software • Analytics • Financial Services
Workiva is the worlds leading cloud platform for simplifying regulatory, financial & operational reporting.
The Role

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!
What You'll Do:

  • 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


What You'll Need
Minimum Qualifications

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


Preferred Qualifications

  • Experience supporting a SaaS product preferred
  • Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment
  • Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
  • Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
  • Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines


Travel Requirements & Working Conditions

  • Willingness to travel up to 25% for team and corporate meetings, fostering relationships and representing company interests
  • Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements


How You'll Be Rewarded
• Salary range in the US: $87,000.00 - $148,000.00• 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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What the Team is Saying

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The Company
2,500 Employees
Remote Workplace
Year Founded: 2008

What We Do

Workiva Inc. (NYSE: WK) is the world's leading cloud platform for simplifying regulatory, financial & operational reporting. Our fit-for-purpose technology solutions streamline processes, connect data and teams, and ensure consistency — all within a controlled, secure, audit-ready cloud platform. We founded Workiva to transform the way people manage and report data. Today, people all over the world use our platform to seamlessly enable collaboration and deep integration into existing workstreams to simplify financial and non-financial reporting for companies across the globe.

Why Work With Us

Our mission at Workiva—powering transparent reporting for a better world—is driven by our company values: customer success, innovation, trust, integrity, inclusion, collaboration, and accountability. These values, along with our leadership principles are apparent in everything we do as a company – from how we build our software, serve our customers

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