Enterprise Customer Success Manager

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 theirorganization 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 areactive in Workiva's Platform

Conduct meetings to help customers understand the positive business outcomes they areachieving using Workiva's Platform

Understand customer expectations and service agreement terms of each contracts and ensurethe 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 thecustomer 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 : $93,000.00 - $149,000.00

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.

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.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com .

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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