Customer Success Manager

2 weeks ago

Sydney, Australia Workiva Full time

Job Summary:
Workiva Customer Success Managers (CSMs) are a critical part of our customer-facing team. The CSM serves as the primary 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’ ROI in the Workiva platform. You will develop and maintain close relationships with management sponsors, product adoption sponsors, and serve as a strategic advisor to directors and/or key stakeholders throughout the customer lifecycle, in a focused effort to move them up the value curve and deliberately forward in the product maturity model. You will work closely with Workiva’s Services team, Support team, Marketing team, Sales Team, and other various internal leadership teams to drive wide-spread, scalable adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.

**Responsibilities**:
- Drive customer adoption of Workiva solutions- Continuously prove ROI to your customers at the Director or Sr. Director level.- Develop and execute Customer Success plans that address customer’s reporting challenges and drive solutions to their business objectives and key milestones while expanding the Workiva footprint- Consult, internally and with the customer, on best practices, workflows, and management business reviews- Develop multi-level relationships, internally and throughout customer organizations, serve as a trusted advisor to executives & key stakeholders- Teach customers how to attain maximum value from the Workiva platform as it pertains to high level strategic initiatives and departmental goals- Be the conduit for customer and Workiva strategic alignment by working closely with implementation partners, sales, and other Workiva internal teams.- Advise customer on developing a Center of Excellence or similar governance structure to enable customers self-sufficiency on Workiva- Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams- Identify risks, develop risk mitigation plans, and accurately forecast upcoming revenue changes within our highest-touch named accounts with the most growth potential & take appropriate actions to manage and/or escalate to an efficient resolution- Work with sales to manage and forecast a pipeline of upcoming renewal opportunities, and upselling and cross-selling opportunities- Record customer activity, outcomes, issues, and communication in customer management tools- Drive team improvements through quarterly, internally assigned projects

What You'll Need

Experience- 5+ years of Customer Success, Account Management, Engagement Management, Sales, or equivalent experience with a strong focus on communication, influencing, and delivering on complex concepts.- Experience in Subscription Business Model or SaaS is required.- Experience in Accounting and/or Finance would be an advantage.

**Skills**:
- Deeply committed to customer success - not just satisfaction- Experience overseeing technology implementations with enterprise / reporting platforms throughout the project lifecycle.- Ability to understand complex problems deeply and simply explain potential solutions while mapping out how to achieve them- Analytical by nature with an ability to succinctly and clearly explain how analysis can be used towards action in business settings- Expert observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external executives & management teams- Self-starter with ability to manage time and prioritize competing demands

Education- Undergraduate degree or equivalent combination of education and experience in a related field.

Workiva Conditions & Physical Requirements- Reliable internet access for any period of time working remotely, not in a Workiva office.
- Where You’ll Work
- Our 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

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