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 maximise 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.What You’ll Do<ul><li>Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers</li><li>Manage diverse customer needs through robust product knowledge and expertise</li><li>Consult on best practices, workflows, and management business reviews</li><li>Identify risks within named accounts &amp; take appropriate actions to manage and/or escalate to an efficient resolution</li><li>Record customer activity, outcomes, issues, and communication in customer management tools</li><li>Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, &amp; Engineering teams</li><li>Work with Sales to understand the details of upcoming customer renewals</li><li>Use customer management tools to track customer communication, issues, and metrics</li></ul>What You'll NeedMinimum Qualifications<ul><li>Undergraduate degree or equivalent combination of education and experience in a related field</li><li>2+ years of related career experience in Customer Success, Customer Service, Account Management, Software Consulting or Technology Solution Deliver</li></ul>Preferred Qualifications<ul><li>Excellent communication skills and able to demonstrate the ability to communicate at multiple levels</li><li>Evidence of successful relationship building both internally and externally</li><li>Experience supporting SaaS platforms (Finance or Sustainability solutions a plus)</li><li>Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives &amp; management teams</li><li>A self-starter who thrives in fast-paced environments and can manage multiple priorities</li><li>Working experience with customers across the Financial Services sector is a plus</li><li>Fluency in English and Mandarin required</li></ul>Travel Requirements and Working Conditions<ul><li>Willingness to travel up to 10% for company and customer meetings</li><li>Reliable internet access for any period of time while working remotely</li></ul><div>Workiva is an Equal Employment Opportunity Employer.  We believe that great minds think differently.  We 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status 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 <a href="mailto:talentacquisition@workiva.com">talentacquisition@workiva.com</a>. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.</div>#LI-PM1

Workiva is on a mission to power transparent reporting for a better world. We build and deliver the world&rsquo;s leading cloud platform for assured integrated reporting to meet stakeholder demands for action, transparency, and disclosure of financial and non-financial data. Workiva offers the only unified SaaS platform that brings customers&rsquo; financial reporting, Environmental, Social, and Governance (ESG), and Governance, Risk, and Compliance (GRC) together in a controlled, secure, audit-ready platform. Our platform simplifies the most complex reporting and disclosure challenges by streamlining processes, connecting data and teams, and ensuring consistency. Learn more at workiva.com.

Customer Success Manager - Mandarin Speaker

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 maximise 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.What You’ll Do<ul><li>Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers</li><li>Manage diverse customer needs through robust product knowledge and expertise</li><li>Consult on best practices, workflows, and management business reviews</li><li>Identify risks within named accounts &amp; take appropriate actions to manage and/or escalate to an efficient resolution</li><li>Record customer activity, outcomes, issues, and communication in customer management tools</li><li>Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, &amp; Engineering teams</li><li>Work with Sales to understand the details of upcoming customer renewals</li><li>Use customer management tools to track customer communication, issues, and metrics</li></ul>What You'll NeedMinimum Qualifications<ul><li>Undergraduate degree or equivalent combination of education and experience in a related field</li><li>2+ years of related career experience in Customer Success, Customer Service, Account Management, Software Consulting or Technology Solution Deliver</li></ul>Preferred Qualifications<ul><li>Excellent communication skills and able to demonstrate the ability to communicate at multiple levels</li><li>Evidence of successful relationship building both internally and externally</li><li>Experience supporting SaaS platforms (Finance or Sustainability solutions a plus)</li><li>Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives &amp; management teams</li><li>A self-starter who thrives in fast-paced environments and can manage multiple priorities</li><li>Working experience with customers across the Financial Services sector is a plus</li><li>Fluency in English and Mandarin required</li></ul>Travel Requirements and Working Conditions<ul><li>Willingness to travel up to 10% for company and customer meetings</li><li>Reliable internet access for any period of time while working remotely</li></ul><div>Workiva is an Equal Employment Opportunity Employer.&nbsp; We believe that great minds think differently.&nbsp; We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.&nbsp; Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.&nbsp;&nbsp;Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email <a href="mailto:talentacquisition@workiva.com">talentacquisition@workiva.com</a>.&nbsp;Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.</div>#LI-PM1

Customer Success Manager - Mandarin Speaker

About the Job

About the Company

Workiva

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