Job Description

Responsibilities
Performs activities to increase product adoption and use:

Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams.
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 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:

Ensure that Solution CSMs can focus on building successful customer use cases by removing any obstacles and helping escalate items as necessary.
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 contracts 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 JIRA tickets when unable to resolve product issues in Wdesk
Ensure that all customer conversations are recorded using internal tools and that all Workiva employees that touch the account are aware of pertinent information
Engage with onboarding team, solution architects, and any other team providing service to the client to ensure client expectations are being met
Share knowledge with teammates by being an active participant in team meetings and on hipchat.

What You'll Need
Skills

Excellent verbal, written, and interpersonal communication skills
Self-motivated with 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

Experience

3+ years experience in customer success, strategic account management or sales experience in a business-to- business sales environment. Experience commensurate with the size and complexity of assigned customer(s).
Multiple in-person meetings with customers
Four years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
Must be fluent in one of the following: French, Spanish, Portuguese or Italian