Customer Success Manager - GRC (Governance, Risk & Compliance)

Workiva is a platform designed to bring confidence, control, and a competitive edge to complex organizations. The Customer Success Manager will serve as the primary point of contact for customers, managing the customer lifecycle and ensuring effective adoption of the Workiva Platform to maximize ROI.

Responsibilities:

• Drive customer adoption of Workiva solutions
• Ensure continuous ROI to your customers
• Consult on best practices, workflows, and management business reviews
• Develop multi-purpose relationships throughout customer organizations
• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams
• Work with Sales to understand the details of upcoming renewals
• Teach customers how to use the Workiva Platform
• Use customer management tools to track customer communication, issues, and metrics

Requirements:

• Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
• 2 years of related experience (Customer Success, Customer Service, Account Management or Sales)
• Experience supporting a SaaS application preferred
• Deep commitment to customer success - not just satisfaction
• Ability to understand complex problems and explain the source of those problems simply
• Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
• Self-starter with strong time management and prioritization skills