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
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