The Customer Success Manager (CSM) is the primary customer contact for Workiva products and services. The core functions of the position include promoting user loyalty, influencing user adoption and sharing user insights internally. Each CSM is responsible for multiple customer accounts; the number depending on such factors as the size of the customer or seniority of the CSM. The CSM will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention. The CSM will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various Wdesk solutions and features can meet their needs. The CSM will also partner with other Workiva teams on initiatives that address customer needs, product utilization and improving departmental efficiencies to help meet company goals.
What You'll Do
Manage Book of Business and Customer Relationships:
Build strong customer relationships and explore opportunities for growth
Work side-by-side with the customer to define a set of goals and objectives and create a roadmap
Onboard customers and drive the initial implementation and integration of Wdesk while effectively managing customer expectations
Understand service agreement terms of each customer contract and ensure the work is completed and delivered to the customer on or before the deadline
Educate both new and established customers on general Wdesk functionalities and best practices as well as new features as they become available
Convert customers into raving fans by providing timely, individualized attention, efficient and active follow-up and consistent, positive communication with each customer to ensure the customers are receiving maximum value from Wdesk
Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance
Keep management informed of progress and obstacles related to customer accounts, seeking feedback as necessary and responding appropriately to improve work performance and optimize customer success
Become an expert on Wdesk products as well as customer use cases and use this knowledge to identify and solve customer pain points through adoption of new Wdesk products and features
Use customer management tools to track customer communication, issues and metrics
Maintains thorough knowledge of Workiva products, features and target markets and keep up with continuous product releases by participating in formal and informal trainings
Work closely with product and engineering teams to ensure customer feedback is being incorporated into development decisions
Demonstrates a willingness to quickly learn new tools and applications, product solutions, rules and regulations and business best practices
Advances Internal Initiatives:
Support initiatives that address customer needs, product utilization and improving team efficiencies to help meet company goals
Collaborate with other internal teams such as Sales, Marketing and Education Services to provide subject matter expertise as new products and services are rolled out to customers
Provide feedback to Product Management and Engineering regarding customers' emerging or unmet product needs
Enhance team efficiencies through knowledge sharing activities, mentoring new hires and assisting other team members
What You'll Need
Fluency in both French and English required
Exceptional customer-facing communication and interpersonal skills: able to understand and articulate the needs of the customer and deliver on those needs
Strong verbal/written communication & presentation skills; exceptional listening skills
Self-motivated and action-driven with the ability to take initiative, execute and follow-through
Well organised with superb project management and time management skills
Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
Proven ability to meet established timelines
Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary; must be able to multi-task and manage multiple projects, processes, programs, and procedures simultaneously while working under pressure to meet deadlines, organisational goals and initiatives
Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
Demonstrates strong teamwork orientation
Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint
Technical expertise in using the Wdesk platform
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 are eager to tackle some of today's most challenging problems.
At Workiva, you'll enjoy:
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) 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: https://www.linkedin.com/company/workiva/life/
Workiva is an Equal Employment Opportunity 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.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email firstname.lastname@example.org.