Client Success Manager supporting Fortune 100 accounts and corporate training delivery. Managing program success, client reporting, and account expansion for General Assembly’s workforce education business.
About the role
- Lead Customer Success Manager driving Workiva platform adoption, customer value, renewals, and ROI. Advising Canadian enterprise executives for Workiva’s AI-powered finance, risk, and sustainability platform.
Responsibilities
- Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level
- Consult on best practices, workflows, and management business reviews
- Develop multi-level relationships within Workiva and customer organizations and serve as a trusted advisor
- Identify and mitigate risks, forecast revenue changes in key named accounts, and address issues for efficient resolution
- Record customer activity, outcomes, issues, and communication in customer management tools
- Ensure customers work toward Customer Journey milestones using customer-facing Success Plans
- Advocate for customers internally through feedback to Sales, Services, Marketing, Product, and Engineering teams
- Manage and forecast upcoming renewal opportunities with Sales and achieve revenue retention targets
- Enable customers to attain maximum value from the Workiva Platform
- Drive team improvements through quarterly objectives
- Lead by example and support the Customer Success team
- Onboard, train, and support customers throughout their journey
- Facilitate communication between internal and external stakeholders
- Cultivate relationships with management sponsors and advise VPs, chief executives, and key stakeholders
Requirements
- Undergraduate degree or equivalent combination of education and experience in a related field
- An advanced degree may be considered in lieu of professional experience
- 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales
- Experience supporting a SaaS application preferred
- Expertise in assigned customer use cases and solutions within a software platform
- Ability to understand and simplify complex problems and solutions
- Strong observation, influence, and presentation skills
- Comfort delivering consultative recommendations to internal and external stakeholders
- Excellent time management and prioritization abilities
- Willingness to travel up to 20% for team and corporate meetings
- Reliable internet access for any period of time working remotely
Benefits
- Flexible work arrangements, with employees working from an office or remotely from any location within their country of employment
- Opportunity to work remotely with reliable internet access
- Team and corporate meetings
- Reasonable accommodations for applicants with disabilities
- Comprehensive security and privacy training tailored to employees’ roles
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