Workiva

Senior Customer Success Manager

Workiva

full-time

Posted on:

Location Type: Remote

Location: Canada

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Job Level

Senior

About the role

  • Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
  • Generate leads (CSQL) for the Workiva sales team to pursue
  • Evaluate organizational inefficiencies to help customers define appropriate business outcomes
  • Identify opportunities for Workiva to consult with customers on setups
  • Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
  • Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and executing a plan to increase return on investment (ROI)
  • Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform
  • Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform
  • 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
  • Learn the Workiva Platform 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
  • Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform
  • Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met

Requirements

  • 4+ years of related experience
  • Bachelor’s degree - An advanced degree will be considered in lieu of experience
  • Fluency in French is preferred for this role
  • Experience supporting a SaaS product preferred
  • Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment
  • Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
  • Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
  • Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines
Benefits
  • Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaScustomer successstrategic account managementsalesproject managementconsultancytechnical problem solving
Soft Skills
relationship buildingcustomer advocacyself-motivatedresults-orientedcontinuous improvementorganizational skillsmultitaskingworking under pressure