Customer Success Manager

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

What You'll Do:

  • 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:

  • Bachelor's degree is preferred. Preferably in Business/Finance.
  • 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 and work with multiple accounts to ensure solution 

Where You'll Work:

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