Product Success Manager - Financial Reporting
Product Success Manager - Financial Reporting
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Job Description
The Product Success Manager (PSM) serves as a primary influencer in the definition and of product adoption and growth success motions at Workiva. In this role youll work directly with customers to enhance their overall experience with the product and make them successful reference customers. In close collaboration with the customers overall success team (Customer Success Support and Product) youll monitor customer satisfaction deliver customer programs and act as the liaison between customer and product teams.
In this role your focus will be on Workivas solutions for Financial Reporting (FR). To succeed in this role youll support customers postonboarding and work crossfunctionally with our Sales Support Implementation and Partner teams for successful platform deployment.
What Youll Do
Work across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting
Analyse and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn
Interpret analyse and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA.
Be an excellent representative of the Customer Success team alongside Product Development to ensure our development will add value to the customer
Work with global Product Success teams to ensure best in class Product Success knowledge and processes
Work on the enablement of Customer Success and ensure they can deliver meaningful value our customers
Train the Customer Success team on the benefits of new product releases
What Youll Need
Minimum Qualifications
4 years of related career experience in Customer Success Product Management Professional Services or similar in a software organization preferably SaaS
Undergraduate degree or equivalent combination of relevant career experience and expertise
Preferred Qualifications
Knowledge of connected data ecosystems and connected reporting workflows
Proven experience with product enablement and measurable longterm customer success
Experience of using data to drive customer engagement towards business outcomes and value realisation
Excellent verbal and written communication skills including the ability to chair sessions and host webinars.
Previous experience of working within Financial Reporting products or solutions
Travel Requirements & Working Conditions
Up to 10 travel for customer and internal events
Reliable internet access for any period of time working remotely and not in a Workiva office
Workiva is an Equal Opportunity 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 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. To request assistance with the application process please email.
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles ensuring adherence to company policies and regulatory standards.
Required Experience:
Manager
Employment Type
Full-Time
