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Customer Success Manager

1 month ago

Melbourne, Victoria, Australia Workiva Full time

Our Customer Success Managers play a pivotal role in delivering exceptional value to customers, overseeing their entire lifecycle by focusing on business outcomes and identifying growth opportunities within named accounts post-sale. This key position aims to maximize our customers' return on investment (ROI) in the Workiva Platform.

Key Responsibilities

  • Develop and execute tailored plans to retain and grow a portfolio of premium brands in new and emerging markets.
  • Elevate customer adoption of Workiva solutions through strategic engagement and coaching.
  • Ensure continuous ROI for our customers by providing expert guidance and support.
  • Collaborate with customers to establish best practices, workflows, and management business reviews aligned with their business outcomes.
  • Foster strong, multi-purpose relationships throughout customer organizations to drive long-term success.
  • Identify and mitigate risks within named accounts, taking proactive measures to resolve issues efficiently.
  • Drive customer progress towards key milestones of the Customer Journey by developing collaborative Customer Success Plans.
  • Promote customer interests internally by sharing feedback with Workiva's Sales, Services, Marketing, Product, and Engineering teams.
  • Utilize customer management tools to track communication, issues, and metrics.

Requirements

Minimum Qualifications

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

Desirable Qualifications

  • Experience supporting SaaS applications is advantageous but not mandatory.
  • A deep commitment to customer success, rather than mere satisfaction, is essential.
  • The ability to grasp complex problems and explain them in simple terms is crucial.
  • Strong communication and presentation skills, with a high level of comfort in delivering consultative recommendations, are necessary.
  • The ideal candidate should be a self-starter with excellent time management and prioritization skills.