Associate Client Services Manager, Capital Markets

The Associate Client Services Manager is the primary customer contact for Workiva products and services and is responsible for creating a "wow" customer experience. The Associate Client Services Manager will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention. The Associate Client Services Manager 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. The Associate Client Services Manager will also partner with other Workiva teams on initiatives that address customer needs.

What You'll Do:

  • Design and execute onboarding project plan for IPO process - Account is transferred to a CSM after IPO (S-1 CSMs do not maintain a book of business)
  • 24/7 dedication to Customer Working Group (issuer counsel, underwriter counsel, bankers, auditors, consultants, and customer) throughout IPO process
  • Deliver high quality service and support under pressure with a keen attention to detail
  • Up to 50% travel for onsite training and filing support as needed
  • Thorough knowledge of the IPO process and filings
  • Assist Client Services Team during down periods
  • Provide primary customer contact for Workiva product and services and execute a "wow" interaction
  • Champion customer responsiveness and issue resolution
  • Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance
  • Develop methods of account management that allow for continuous improvement in customer satisfaction
  • Build strong customer relationships and explore opportunities for growth
  • Assist in identifying revenue opportunities within the framework of the organization-wide strategy
  • Onboard customers and drive the initial implementation and integration of Wdesk while effectively managing customer expectations

 

What You'll Need:

  • Experience in accounting/finance industry preferred
  • Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
  • Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint
  • Demonstrates outstanding customer contact at all levels within the customer's organization
  • Demonstrates ability to lead, work independently and take initiative to meet established timelines
  • Outstanding project management, follow-through and attention to details required
  • Ability to communicate customer needs while prioritizing with organizational goals and initiatives
  • Professional, outgoing, energetic personality with excellent interpersonal and presentation skills
  • Ability to understand customers and supplier's business to provide a competitive advantage
  • Must be able to handle multiple priorities to ensure solution 
  • Evening, Saturday and Sunday work will be required to meet client deliverables

 


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