Enterprise Customer Success Manager

Company: Workiva, Inc.
Location: Denver
Posted on: September 18, 2023

Job Description:

SummaryThe Enterprise Customer Success Manager 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. As well as, generate leads for the Workiva sales team to pursue.
• Evaluate organizational inefficiencies to help customers define appropriate business outcomes to be achieved.
• 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 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 use of Workiva's Platform
• Understand customer expectations and service agreement terms of each contract 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 teams providing service to the customer and to ensure the customer's expectations are met.What You'll Need:
  • Typically requires a minimum of 6 years of related experience with a Bachelor's degree; or 4 years and a Master's degree; or a PhD with 2 years of experience
  • The ideal candidate should have a background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment, Additionally, candidates with direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions, will also be considered.
  • 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.
  • Willingness to travel, with up to 25% travel expected for customer onsites' and team/corporate meetings
  • 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:$86,000.00 - $146,000.00
      • A discretionary bonus typically paid annually
      • Restricted Stock Units granted at time of hire
      • 401(k) match and comprehensive employee benefits packageThe 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.Where You'll WorkOur values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we've created.
        • Customer Success: Always delight our customers.
        • Trust: Rely on each other.
        • Integrity: Do the right thing, every time.
        • Collaboration: Share resources and work together.
        • Innovation: Keep creating solutions and finding better ways.
        • Inclusion: Support a diverse community where we all belong.
        • Accountability: Be responsible for your success and failure.We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need-backed by our culture of collaboration and diverse thought-to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems.At Workiva, you'll enjoy:
          • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
          • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
          • Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
          • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.Learn more about life at Workiva: https://www.linkedin.com/company/workiva/Learn more about benefits: https://www.workiva.com/careers/benefitsWorkiva 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 talentacquisition@workiva.com.Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.#LI-JW1

Keywords: Workiva, Inc., Denver , Enterprise Customer Success Manager, Executive , Denver, Colorado