Workiva

Customer Success Architect – Italian Speaker

Workiva

full-time

Posted on:

Location Type: Office

Location: Amsterdam • Netherlands

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About the role

  • Customer Onboarding and Early Engagement: Collaborate closely with customers and partners to define key business outcomes (PBOs) and success metrics, facilitating quick wins and showcasing the value of Workiva from the start
  • Customer Success Strategy: Develop and execute Customer Success Plans that ensure customers achieve key milestones early in the journey. Leverage playbooks to ensure consistency across customer engagements
  • Strategic Guidance and Partner Collaboration: With partner-led implementations, build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams
  • Cross-Functional Collaboration: Advocate for customers internally by working with Workiva teams (Partner experience, Solution consulting, Customer Success, Professional Services) to enhance customer experiences
  • Customer Graduation to CSM: Work closely with customers to assess their readiness to transition to a CSM, ensuring smooth handoffs and continuous engagement post-onboarding. Create structured documentation and transition materials for downstream CSMs, reducing friction and duplication of effort
  • Customer Advocacy: Identify risks and proactively take appropriate actions to manage and/or escalate to an efficient resolution
  • Record keeping and Data: Maintain accurate records in customer engagement tools (e.g., Salesforce, Gainsight) to ensure visibility and continuity across the customer journey

Requirements

  • Undergraduate degree or equivalent combination of education and experience in Consulting, Engagement Management, Delivery Management, Account Management, or related fields
  • 2+ years of related experience in Customer Success, Implementation or Professional Services within a SaaS environment
  • Fluency in Italian and English
  • Experience with enterprise SaaS platforms, particularly those involving workflow automation or regulatory reporting
  • Proven track record managing onboarding projects or delivery engagements, ideally involving or through partners
  • Strong business acumen and ability to quickly understand complex business processes, particularly in connected reporting, data visualisation or complex data solutions
  • Expert observation, communication, and presentation skills with a high level of comfort and ability to convey complex concepts clearly
  • Proven experience delivering consultative guidance to customers, including executive stakeholders, to drive business value
  • Experience operating in a matrixed environment with distributed teams and multiple stakeholders
  • Strong time management skills and the ability to prioritise multiple initiatives effectively.
  • A data-driven mindset, with the ability to analyse customer metrics and adjust strategies accordingly
  • Ability to work in ambiguous environments and demonstrate flexibility in problem-solving
  • Strong consultative skills, with experience delivering recommendations that drive business outcomes
  • Deeply committed to customer success - not just satisfaction.
  • Must be able to travel up to 10% annually for customer and internal meetings.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessOnboardingImplementationWorkflow automationRegulatory reportingData visualizationData analysisConsultative guidanceProject managementSaaS
Soft Skills
CommunicationPresentationBusiness acumenTime managementProblem-solvingFlexibilityConsultative skillsCustomer advocacyCollaborationRelationship building