MSP (Managed Service Provider) Success Manager

Workiva's Managed Service Provider (MSP) Success Managers are a critical part of a new, fast growing business vertical at Workiva. Managed Service Providers include some of the world's leading advisory firms, along with outsourcing providers, who now use Workiva to transform the way they work with their customers. As an MSP Success Manager, you will be the primary post-sale contact for our MSPs, helping them grow their Managed Service Business using Workiva. You will manage post-sale expectations, focus on business outcomes, identify growth opportunities, and demonstrate platform value.

What You'll Do:

• Consult on best practices to foster self-sufficiency and expansion among MSP customers by facilitating reviews of go-to-market strategies, adopting the MSP Operating Model, and developing internal knowledge champions.

• Help MSPs enhance their service offerings in the market by leveraging Workiva solutions.

• Identify opportunities for account expansion through increased license revenue or adoption of new solutions.

• Consistently demonstrate Return on Investment (ROI) to MSP customers at the Vice President, Senior Executive, or Partner level.

• Collaborate with MSP Sales colleagues to develop multi-level relationships, both internally and across customer organizations, acting as a trusted advisor to executives and key stakeholders.

• Identify risks, develop mitigation plans, and accurately forecast upcoming revenue changes within high-potential accounts, taking appropriate actions to manage or escalate for resolution.

• Record MSP customer activity, outcomes, issues, and communication in customer management tools.

• Ensure MSP customers are continuously working toward key milestones using customer-facing Success Plans.

• Advocate for MSP customers by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams.

• Teach MSP customers how to attain maximum value from the Workiva platform as it pertains to strategic initiatives and departmental goals.

• Drive team improvements through quarterly, internally assigned Management by Objectives (MBOs).

What You'll Need:

Minimum Qualifications:

• Bachelor's degree

• 4+ years related experience (management or technology consulting, customer success, account management, sales)

Preferred Qualifications:

• Experience in a SaaS environment preferred

• Experience in Managed Services preferred

• Strong self-starter, comfortable with ambiguity, able to manage time and prioritize competing demands

• Deeply committed to customer success

• Ability to understand complex problems and clearly explain potential solutions

• Analytical mindset with the ability to translate analysis into actionable business strategies

• Strong observation, influence, and presentation skills, with comfort delivering consultative recommendations to executives and management teams

Remote - Ready Excellence:

• Ability to travel up to 20% annually and develop business cases for additional travel as needed

• Reliable internet access for remote work

How You'll Be Rewarded

Salary range in the US: $79,000.00 - $135,000.00

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

The 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.

Workiva 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 employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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