Customer Success Manager (Integrated Risk)

| Greater Denver Area | Hybrid
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The Customer Success Manager (CSM) is the primary customer contact for Workiva products and services and is responsible for creating raving fans. 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. 

What You'll Do:

Manage Book of Business and Customer Relationships:

  • 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

Technical Expertise:

  • Maintain thorough knowledge of Wdesk 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 French
  • B.A./B.S. degree preferred

  • Demonstrated success in account relationship management or similar customer-facing role

  • Strong verbal/written communication & presentation skills; exceptional listening skills

  • 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, organizational goals and initiatives

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • Google AppEngineLanguages
    • Open SourceLanguages
    • Dart Languages
    • ReactLibraries
    • CassandraDatabases
    • Graph DatabaseDatabases
    • Google AnalyticsAnalytics
    • JIRAManagement
    • DrupalCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Workiva is in an ideal location on the banks of the South Platte River surrounded by restaurants and retail shops!

An Insider's view of Workiva

What’s the vibe like in the office?

Workiva is a close-knit workplace where teamwork is highly valued—people encourage and truly appreciate the hard work of their fellow team members and treat each other with respect.

Molly Nitka

Corporate Programs Manager

What is your vision for the company?

Our mission at Workiva—to power transparent reporting for a better world—is supported by our company values: customer success, innovation, trust, integrity, inclusion, collaboration, and accountability. We are successful because we put our employees first, listen to their voices, and respond to their needs.

Marty Vanderploeg

CEO

What are Workiva Perks + Benefits

Workiva Benefits Overview

When you join Workiva, you get a world-class benefits package for you and your family. On day one, every full-time employee starts with stock options, vacation, and the opportunity to enroll in our discounted stock purchase plan.

We offer comprehensive health, dental, and vision care plans; life and disability insurance; and 12 weeks of paid parental leave. With a casual dress code, support for health and wellness, and flexible work hours, we’ve got you covered for whatever life brings.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have seven employee resource groups that are formed around a shared interest or common goal. These groups are designed to support their members and cultivate a more diverse & inclusive workspace.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workiva also provides 12 weeks of leave for the secondary caretaker.
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Onsite gym
Professional Development Benefits
Job training & conferences
Workiva offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Promote from within
Continuing education available during work hours

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