Client Success Strategist

vor 2 Monaten

Frankfurt am Main, Hessen, Deutschland Workiva Germany GmbH Vollzeit

As a Customer Success Manager (CSM) at Workiva Germany GmbH, you play a vital role in our customer-centric team, ensuring the success of our clients on the Workiva platform. You will act as the main liaison for designated clients, overseeing the complete customer journey, with a focus on achieving favorable business results and uncovering growth opportunities within client accounts.

Collaboration is key; you will partner closely with Workiva's Implementation, Support, Marketing, and Sales teams to guarantee that clients are properly onboarded, trained, and supported throughout their experience.

Your primary objective as a CSM will be to enhance our clients' value from the Workiva platform by fostering and maintaining strong relationships with management, product adoption advocates, and key stakeholders throughout the customer lifecycle.

Key Responsibilities

Facilitate client adoption of Workiva solutions and consistently showcase product value to your clients. Regularly connect with senior stakeholders/champions through meetings, calls, and on-site visits to assess their progress, address any concerns, and identify opportunities for additional services or features. Collaborate with clients to comprehend their needs and objectives, ensuring they gain maximum value from our solutions. Provide insights and best practices to optimize their utilization of the Workiva platform. Advise on best practices, workflows, and conduct business reviews. Identify risks within assigned accounts and take appropriate actions to manage and/or escalate for efficient resolution. Document client activity, outcomes, issues, and communications in customer management systems. Advocate for clients internally by providing ongoing feedback to Workiva's Sales, Implementation, Marketing, Product, and Engineering teams. Promote client retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional Workiva solutions in collaboration with sales. Utilize CRM tools to monitor client communications, issues, and metrics.

Required Qualifications

Bachelor's Degree or equivalent combination of education and experience in a relevant field. 2+ years of relevant experience in Customer Success, Customer Service, or Account Management and Sales. Proficiency in German and English.

Preferred Qualifications

Experience in a rapidly growing technology organization, preferably within SaaS. Familiarity with working closely with the CFO function in large corporate environments or finance departments is highly desirable. Proven track record in driving client retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional solutions in collaboration with sales. Ability to work with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions. Capacity to analyze and comprehend complex issues and translate them into straightforward solutions. Exceptional communication and presentation skills, with a high level of comfort delivering consultative recommendations to executives and management teams. Self-motivated with the ability to manage time and prioritize competing demands.

Travel Requirements & Working Conditions

Up to 10% travel annually. Reliable internet access for any period of time working remotely, not in a Workiva office.

Workiva is an Equal Opportunity Employer. We value diversity of backgrounds, beliefs, and interests, recognizing it as a vital source of intellectual thought, varied perspectives, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

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