Customer Success Manager Nordics

Workiva Customer Success Managers (CSM) are a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers managing the entire customer lifecycle by focusing on business outcomes; and identifying opportunities for growth within their named accounts post-sale. As a CSM your primary mission will be to maximize our customers return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management product adoption sponsors and/or key stakeholders throughout the customer lifecycle. You will work closely with Workivas Services team Support team Marketing team and Sales team to drive adoption by ensuring customers are effectively onboarded trained and supported throughout the customer journey.

What Youll Do

• Drive customer adoption of Workiva solutions
• Ensure continuous ROI to your customers
• Consult on best practices workflows and management business reviews
• Develop multi-purpose relationships throughout customer organizations
• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Workivas Sales Services Marketing Product & Engineering teams
• Work with Sales to understand the details of upcoming renewals
• Teach customers how to use the Workiva Platform
• Use customer management tools to track customer communication issues and metrics

What Youll Need
Minimum Qualifications

• Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
• 2 years of related experience (Customer Success Customer Service Account Management or Sales)

Preferred Qualifications

• Experience supporting a SaaS application preferred
• Deep commitment to customer success - not just satisfaction
• Ability to understand complex problems and explain the source of those problems simply
• Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
• Self-starter with strong time management and prioritization skills

Travel Requirements & Working Conditions

• Willingness to travel up to 10% for team and corporate meetings fostering relationships and representing company interests
• Reliable internet access for any period of time working remotely as we embrace flexible work arrangements
  

Summary
Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customers desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company including Marketing Sales Professional Services Engineering Finance Training and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g. revenue bookings unit sales). This is an individual contributor role.

Scope

• Contributes to small team by taking ownership to deliver assigned activities

Problem Solving

• Works on minimally ambiguous problems where solutions are often readily available
• Situations typically require an evaluative review of a variety of factors to understand problems
• Applies company policies business understanding and acquired techniques to complete day-to-day assignments

Discretion and Impact

• Minimally impacts quality of own work and the work of others on team
• Exercises judgment within defined procedures; sometimes adapts practices in order to apply appropriate action

Collaboration and Interaction

• May interact with high-level individual contributors and managers across multiple areas
• Builds productive internal working relationships that require regular interaction across similar areas

Autonomy

• Based on clearly defined objectives receives general instructions on routine work detailed guidance on new assignments; begins to independently prioritize work
• May provide broad guidance to individuals in process-oriented roles

Knowledge

• Working knowledge and practical understanding of fundamental Workiva technical standards and methods
• Applying professional principles techniques and procedures in own area of discipline; begins to take ownership of assigned activities
• Typically requires a Bachelors degree and a minimum of 2 years of related experience; or an advanced degree without experience

Why Join Workiva

Workiva is the platform designed to bring confidence control and a competitive edge to the worlds most complex organizations. Our AI-powered platform unifies finance risk and sustainability on a single secure foundationensuring data is trusted traceable and ready to act on. With an unbroken path from source to output leaders gain confidence in their numbers visibility into current and emerging risks and the ability to move with speed and precision in a constantly changing world.

At Workiva youll bring technology to market that executives boards and regulators depend on. The work you do here helps organizations navigate uncertainty maintain trust and make decisions that stand up to scrutiny. If youre energized by meaningful challenges inspired by collaborative teams and motivated to help organizations turn uncertainty into advantage wed love to meet you.

Workiva is an Equal Opportunity believe that great minds think 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.