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Customer Success Manager

1 month ago

Sydney, New South Wales, Australia Workiva Full time

Our Customer Success Managers are the point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers' return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You'll work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.

What You'll Do

  • Develop and execute plans to retain and grow a portfolio of premium brands in a new and growing market.
  • Embed customer adoption of Workiva solutions.
  • Ensure continuous ROI to our customers.
  • Consult on best practices, workflows and management business reviews to align with customers' business outcomes.
  • Develop multi-purpose relationships throughout customer organisations.
  • Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution.
  • Ensure all customers are continuously working towards key milestones of the Customer Journey by developing collaborative Customer Success Plans.
  • Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams.
  • Use customer management tools to track customer communication, issues, and metrics.

What You'll Need

Minimum Qualifications

  • Bachelor's degree; an advanced degree may be considered in lieu of professional experience.
  • 2 years of related experience (Customer Success, Consultant, Account Management or Sales).

Preferred Qualifications

  • Experience supporting a SaaS application is preferred but not a must.
  • Deep commitment to customer success, not just satisfaction, is expected.
  • The ability to understand complex problems and explain the source of those problems simply is required.
  • Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations are necessary.
  • The ideal candidate should also be a self-starter with strong time management and prioritisation skills.
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