Team Manager of Client Services - 3rd Shift at Workiva

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Job Summary

The Team Manager of Client Services (CSR) supervises a team of Client Services Representatives who support customers in actively managing their Capital Markets and Investment Reporting document requests and product inquiries. This role provides day to day leadership and is responsible for enhancing learning, reliability and effectiveness of team members. The Team Manager provides effective personnel management, subject matter expertise for document setup and management as well as timely client inquiry resolution.

Responsibilities

  • Provides ongoing mentoring, coaching, and feedback to support optimal performance and development of team members
  • Evaluates team member development to identify and recommend professional growth and advancement opportunities
  • Ensures appropriate staffing needs are met based on client demand for 24/7 support
  • Conducts effective continuous performance feedback
  • Identifies and resolves interpersonal conflicts and resource constraints
  • Coaches team on best practices to ensure the highest quality of work is delivered in a timely manner
  • Delivers regular training and education opportunities to increase and reinforce Wdesk core competencies
  • Serves as a Wdesk technical resource and subject matter expert
  • Assigns and distributes projects in accordance with utilization and capacity ranges
  • Performs reviews of document setups and management to ensure completion and accuracy
  • Develops and improves current processes in order to create operational efficiencies
  • Assists Client Services Team on ancillary Wdesk projects as needed

What You'll Need

Skills

  • Excellent verbal and written communication skills
  • Self-motivated with strong propensity for action, results and continuous improvement
  • Ability to work successfully in a high-energy, fast-paced, rapidly changing environment
  • Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs and procedures simultaneously while working under pressure to meet deadlines
  • Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint
  • Proven ability to influence collaboration and build trusting relationships
  • Communicate, engage and align with department and organization stakeholders
  • Respond to customer concerns and escalates through appropriate channels
  • Proficiency in additional softwares including: Wdesk, Salesforce, OpenAir and Jira
  • Demonstrate ability to lead, work independently and take initiative to meet established timelines

Experience

  • Must have successfully performed client-facing or relevant role within Workiva for a minimum of twelve months

Education

  • B.A./B.S. degree preferred

Travel Requirement

  • Up to 25% travel for onsite training and filing support as needed

Working Conditions & Physical Requirements

  • Evening, Saturday and Sunday work may be required to meet client deliverables
  • Reliable internet access for any period of time working remotely, not in a Workiva office.

How You’ll Be Rewarded

  • Base Pay Range in Colorado: $77,000 - $98,000
  • A discretionary bonus typically paid annually
  • A shift premium provided for night and weekend work
  • A monthly phone stipend
  • Restricted Stock Units granted at time of hire

 The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

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: 

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
  • 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/showcase/workiva-life-and-careers/

Learn more: https://www.workiva.com/careers/benefits

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.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

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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 as family.

Molly Nitka

Corporate Programs Manager

What projects are you most excited about?

Our platform is incredibly fun to build! It empowers our customers to produce complex documents involving hundreds of contributors, on extremely tight deadlines, leveraging their company’s most sensitive data, and where every single word and number must be exactly right.

Gray Sandridge

VP of Product Management

How does the company support your career growth?

One of my favorite aspects of Workiva is how all of us collaborate. With collaboration comes new relationships and opportunities to learn about other departments and roles. I've always felt encouraged to pursue opportunities, collaborate with others and find what makes me the most satisfied in my career.

Maddelyn Stephens

Product Manager

What is your vision for the company?

Our mission at Workiva—to build trust in the global economy—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

How would you describe the company’s work-life balance?

I value that our culture is built around outcomes over output. We have the autonomy to get our work done on our own time. We're encouraged to take time to fully recharge and be our best selves.

Ryan Gilsdorf

Senior User Experience Designer

What are Workiva Perks + Benefits

Workiva Benefits Overview

Workiva offers competitive health and wellness benefits and perks, including a medical plan that offers paid premiums for employees, generous PTO and paid time to volunteer in the community. We have a flexible and casual work environment that also offers 12 weeks of paid parental leave, the ability to work remotely as needed, and to be able to bring your dog to work with you.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
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
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 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
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
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.
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning

Additional Perks + Benefits

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.

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