Enterprise Success Customer

Enterprise Success Customer


The Enterprise Customer Success Manager is responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a set of emerging enterprise accounts. You will help promote user loyalty and influence user adoption for clients deemed essential to the growth of Workiva. As a customer facing role, the position will focus on developing champions in the organizations we work with to ensure maximum adoption and use of  Wdesk

Internally, these individuals will work to develop holistic account strategies that lead to usage-expansion and help maintain high CSAT and NPS scores. You will be expected to maintain a book of business with 10 – 15 accounts depending on size and complexity and utilize project management skills to make sure all parties that interact with our clients have the pertinent information available to them.

What You’ll Do:

Performs activities to increase product adoption and use:

  • Build strong relationships with key customer stakeholders
  • Generate leads for the Workiva sales team to pursue
  • Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved.
  • Identify opportunities for Workiva to consult with customers on building custom setups
  • Develop relationships with the Workiva Sales teams to ensure everyone is working towards the same goal and to decrease task overlap

Maximizes adoption of licenses and value derived from solutions:

  • Understand customer needs well enough to identify users that might not be seeing value in Wdesk and executing a plan to increase ROI.
  • Facilitate training (by self-service or virtual mods) for new teams as needed to ensure users are active in Wdesk
  • Conduct meetings to help customers understand the positive business outcomes they are achieving using Wdesk
  • Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline

Provides excellent service to customers through fact-finding and education:

  • Learn the Wdesk 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
  • Meets with customers onsite up to 25% of the time to develop positive and beneficial business relationships

Shares User Insights Internally to increase overall team performance:

  • Inform internal teams of customer needs by providing feedback about product issues, possible product enhancements, and by testing new functionality in the software
  • Create tickets when unable to resolve product issues in Wdesk
  • Consult with onboarding team, solution architects, and any other team providing service to the client to ensure client expectations are

What You’ll Need:

 

  • Excellent verbal, written, and interpersonal communication skills
  • Self-motivated with a strong propensity for action, results and continuous improvement
  • The ability to work successfully in a high-energy, fast-paced, rapidly changing environment is necessary
  • Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines
  • Proven track record of solving technical problems
  • 2+ years of experience in a customer service capacity
  • Previous experience consulting with customers onsite strongly preferred
  • B.S./B.A. preferred; equivalent experience in lieu of degree accepted
  • Up to 25% travel to meet with customers onsite

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Skills

Posted on

April 9, 2019