Customer Success Manager
vor 2 Monaten
**Job Summary**
As a critical member of our customer-facing team at Workiva Germany GmbH, you will drive the success of our customers on the Workiva platform. You will serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts.
**Key Responsibilities**
- Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers.
- Regularly engage with senior stakeholders / champions through meetings, calls, and on-site visits to review their progress, address any concerns, and identify opportunities for additional services or features.
- Work closely with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions. Provide insights and best practices to optimize their usage of the Workiva platform.
- Consult on best practices, workflows, and management business reviews.
- Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution.
- Record customer activity, outcomes, issues, and communication in customer management tools.
- Advocate for customers internally by providing continuous feedback to Workiva's Sales, Implementation, Marketing, Product, & Engineering teams.
- Drive customer retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional Workiva solutions in collaboration with sales.
- Use CRM tools to track customer communication, issues, and metrics.
**Requirements**
- Undergraduate Degree or equivalent combination of education and experience in a related field.
- 2+ years of related experience in Customer Success, Customer Service or Account Management and Sales.
- Fluency in German and English.
**Preferred Qualifications**
- Experience of working in a high growth technology organization - preferably SaaS.
- Experience working closely with the CFO function within large corporate organizations or finance departments is highly desirable.
- Experience driving customer retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional solutions in collaboration with sales.
- Knowledge of working with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions.
- Ability to analyze and understand complex problems and translate them into simple solutions.
- Expert communication & presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams.
- Self-starter with 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.
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