• Undergraduate Degree or equivalent combination of education and experience in a related field
• 2+ years of related experience in Customer Success, Customer Service or Account Management and Sales
• Fluency in German and English
• Reliable internet access for any period of time working remotely, not in a Workiva office

Desirable

• As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform
• You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts
• You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey
• As a CSM, your primary mission will be to maximize our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle
• Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers
• Regularly engage with senior stakeholders / champions through meetings, calls, and on-site visits to review their progress, address any concerns, and identify opportunities for additional services or features
• Work closely with clients to understand their needs and objectives, ensuring they derive maximum value from our solutions. Provide insights and best practices to optimise their usage of the Workiva platform
• Consult on best practices, workflows, and management business reviews
• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams
• Drive customer retention and growth by identifying and pursuing opportunities for renewals, upselling, and cross-selling additional Workiva solutions in collaboration with sales
• Use CRM tools to track customer communication, issues, and metrics