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As a Senior Customer Success Manager at Workiva Netherlands BV, you will be a key player in driving customer satisfaction and loyalty. Your primary focus will be collaborating closely with valued partners and customers to craft impactful early-lifecycle experiences that foster lasting success for all involved.
Key Responsibilities- Drive customer adoption of Workiva solutions and demonstrate strong value of our platform to customers at the senior management level.
- Consult on best practices, workflows, and management business reviews to ensure customers achieve their goals.
- Develop multi-level relationships throughout customer organizations and serve as a trusted advisor to executives and key stakeholders.
- Identify risks and develop risk mitigation plans within high-touch named accounts and take appropriate actions to manage and/or escalate to an efficient resolution.
- Record customer activity, outcomes, issues, and communication in customer management tools.
- Ensure top 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 Workiva's Sales, Services, Marketing, Product, and Engineering teams.
- Work with Sales to manage a pipeline of upcoming renewal opportunities and consistently achieve revenue retention targets.
- Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment.
- Undergraduate degree or equivalent combination of education and experience in a related field.
- 4+ years of related experience in Customer Success, Customer Service, Account Management, or Sales.
- Fluency in both English and German.
- Experience supporting a SaaS application.
- Deeply committed to customer success - not just satisfaction.
- Ability to understand complex problems deeply and explain potential solutions simply.
- Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives and management teams.
- Self-starter with ability to manage time and prioritize competing demands.
- Working knowledge of Audit or Governance, Risk & Compliance (GRC) space or with related subject matter.
- Willingness to travel up to 15% for team, corporate, and customer meetings.
- Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.
