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Product Success Manager
2 months ago
We are seeking a highly skilled Product Success Manager - ESG to join our team at Workiva Netherlands BV. As a key member of our Emerging Solutions Team, you will play a critical role in driving scale for our newest solution offerings, specifically in the area of Environmental, Social, and Governance Reporting (ESG).
Key Responsibilities- Work closely with internal teams to address customer needs within the Workiva platform, including platform setup and technical troubleshooting.
- Analyze and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn.
- Interpret, analyze, and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA.
- Define and create new product insights/metrics that drive meaningful conversations and impact decisions of the organization.
- Be an excellent representative of the Customer Success teams alongside Product Development to ensure our development will add value to the customer.
- Support scale to an Emerging Solution of Workiva and challenge current methods of operating in a goal to overall customer satisfaction.
- Work directly with Emerging, Success, and Product Leadership to drive decisions that impact the product and customer experience.
- 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 to our customers.
- Train the Customer Success team on the benefits of new product releases.
- 4+ years of related career experience in Customer Success, Product Management, Professional Services, or similar in a software organization.
- Undergraduate degree or equivalent combination of relevant career experience.
- Working knowledge and experience with ESG reporting frameworks, carbon accounting, corporate sustainability reporting (CSRD), or related sustainability topics.
- Knowledge of connected data ecosystems and connected reporting workflows.
- Proven experience with product enablement and measurable long-term customer success.
- Experience of using data metrics to drive customer engagement towards business outcomes and value realization.
- Excellent verbal and written communication skills.
- Strong presentation skills - including the ability to chair sessions and host webinars.
- Operates well in environments of constant change.
- Self-motivated and action-oriented with the ability to take initiative, execute, and follow through.
- Well-organized with superb project/time management skills and attention to detail.
- Ability to effectively interact with business partners at varying levels of organization.
- 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.
