Enterprise Customer Success Manager at Workiva

| Greater Denver Area
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The Enterprise Customer Success Manager is responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a set of emerging enterprise accounts. He or she will help promote user loyalty and influence user adoption for clients deemed essential to the growth of Workiva. To do this, as a customer facing role, the position will focus on developing champions in the organizations we work with to ensure maximum adoption and use of solutions purchased as well as identify different areas where Wdesk can solve customer business challenges. Internally, these individuals will work with the sales team and Solution CSMsto develop holistic account strategies that lead to usage expansion and help maintain high CSAT and NPS scores. It is imperative that any internal stakeholder talking to our biggest customers understand all factors in play. ECSMs will also focus on establishing and communicating the value of Wdesk across the organization by connecting outcomes achieved to business objectives. Each person on this team will be expected to maintain a book of business with 10 - 15 accounts depending on size and complexity and utilize project management skills to make sure all parties that interact with our clients have the pertinent information available to them.
Responsibilities:
  • Performs activities to increase product adoption and use:
  • Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams.
  • Generate leads for the Workiva sales team to pursue
  • Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved.
  • Identify opportunities for Workiva to consult with customers on setups
  • Develop relationships with the Workiva Sales teams to ensure everyone is working towards the same goal and to decrease task overlap
Maximizes adoption of licenses and value derived from solutions:
  • Ensure that Solution CSMs can focus on building successful customer use cases by removing any obstacles and helping escalate items as necessary.
  • Understand customer needs well enough to identify users that might not be seeing value in Workiva's products and executing a plan to increase ROI.
  • Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva's products
  • Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva's products
  • Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline

Provides excellent service to customers through fact-finding and education:
  • Learn Workiva's platforms and how it is used in each market where Workiva maintains a presence
  • Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
  • Meets with customers onsite up to 25% of the time to develop positive and beneficial business relationships
Shares User Insights Internally to increase overall team performance:
  • Inform internal teams of customer needs by providing feedback about product issues, possible product enhancements, and by testing new functionality in the software
  • Create JIRA tickets when unable to resolve product issues
  • Ensure that all customer conversations are recorded using internal tools and that all Workiva employees that touch the account are aware of pertinent information
  • Engage with onboarding team, solution architects, and any other team providing service to the client to ensure client expectations are being met
  • Share knowledge with teammates by being an active participant in team meetings and on Slack.
Skills:
  • Excellent verbal, written, and interpersonal communication skills
  • Self-motivated with strong propensity for action, results and continuous improvement
  • The ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
  • Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines
  • Proven track record of solving technical problems
Experience:
  • 5+ years experience in customer success, strategic account management or software implementation in a business-to-business sales environment. Experience commensurate with the size and complexity of assigned customer(s).
  • Multiple in-person meetings with customers to identify opportunities for process improvement
  • Four years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
Education:
B.S./B.A. preferred; equivalent experience in lieu of degree accepted
Working Conditions & Physical Requirements:
Up to 25% travel to meet with customers onsite  
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Technology we use

  • Engineering
    • GolangLanguages
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    • Dart Languages
    • ReactLibraries
    • CassandraDatabases
    • Graph DatabaseDatabases

Location

1700 Platte St, Denver, CO 80202

What are Workiva Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
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.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games, Darts.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Leadership mentoring.
Time allotted for learning

Additional Perks + Benefits

Company Bicycles. Healthy Snacks and Drinks. Creative Culture & Open Minded Leadership (ie: autonomous work environment). Flex, HSA, Life, AD&D, supplemental life, Long & Short Term Disability, Paternity Leave. Stock Options and ESPP. Diversity & Inclusion Committee, Women in Tech Committee.

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