Customer Success Specialist

Company: Workiva, Inc.
Location: Ames
Posted on: January 25, 2023

Job Description:

SummaryThe Customer Success Specialist will manage a large portfolio (100+) of small customer accounts with a strong focus on automation, client retention and upsell. This is a low touch/high volume model and requires strong customer relationship management & technical skills. This role will be our main point of contact for these customers during their time with Workiva's contract life cycle. The Customer Success Specialist will help drive value realization and return on the client's investment.Responsibilities

• Utilize a variety of communication strategies to drive end user engagement and maximize product adoption
• Organize, facilitate, and conduct ongoing customer office hours and workshops to address customers' needs and expand their footprint in our products and services
• Understand the Workiva Platform functionality and be able to map to customer objectives
• Understand our customers' behavior and identify opportunities for customer experience improvement
• Iterate on the tech touch program by developing cadences of value-driving "tech touches" across the customer journey: onboarding, adoption, impact, expansion/renewal
• Collaborate across internal teams (sales, CS ops, support, product, marketing) to analyze and ensure program alignment while ensuring business goals are being achieved.
• Leverage Gainsight to monitor at-risk customers through usage, reporting and analyticsWhat You'll NeedEducation
  • Undergraduate Degree or equivalent combination of education and experience in a related field.Experience
    • 1+ years of Customer Success, Customer Service, Account Management, Sales, or equivalent experience in roles with a strong focus on communication, influencing, and delivering on complex concepts.Skills
      • Passion for technology and customer engagement
      • Deeply committed to customer success - not just satisfaction
      • Communication: Effectively shares and receives information through active listening and using clear oral, written and interpersonal communication skills
      • Highly detail oriented and organized with ability to effectively prioritize and multi-task
      • Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
      • Self-starter with ability to manage time and prioritize competing demandsTravel
        • Minimal travelWorking Conditions & Physical Requirements
          • Reliable internet access for any period of time working remotely, not in a Workiva office.How You'll Be Rewarded:
            • Salary range in the US:$50,000.00 - $78,000.00 Annually
              • A discretionary bonus typically paid annually
              • Restricted Stock Units granted at time of hire
              • 401(k) match and comprehensive employee benefits packageThe salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Where You'll WorkOur values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we've created.
                • Customer Success: Always delight our customers.
                • Trust: Rely on each other.
                • Integrity: Do the right thing, every time.
                • Collaboration: Share resources and work together.
                • Innovation: Keep creating solutions and finding better ways.
                • Inclusion: Support a diverse community where we all belong.
                • Accountability: Be responsible for your success and failure.
                  We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need-backed by our culture of collaboration and diverse thought-to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems.At Workiva, you'll enjoy:
                  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
                  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
                  • Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more
                  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
                    Learn more about life at Workiva: https://www.linkedin.com/company/workiva/Learn more about benefits: https://www.workiva.com/careers/benefits
                    Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
                    Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

Keywords: Workiva, Inc., Ames , Customer Success Specialist, Other , Ames, Iowa