
Enterprise Relationship Manager
2 days ago
Summary of Job Duties
This position is responsible for ensuring customer success by driving adoption and ROI of Workiva solutions. The successful candidate will be responsible for developing and maintaining strong relationships with key stakeholders and serving as a strategic advisor to executive-level decision makers.
Key Responsibilities:
- Drive customer adoption of Workiva solutions and ensure ROI to customers at the Senior Management level.
- Consult on best practices, workflows, and management business reviews.
- Develop multi-level relationships throughout customer organizations and serve as a trusted advisor to executives & 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, & 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.
Requirements:
Minimum Qualifications:
- Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience.
- 4 years of related experience in Customer Success, Customer Service, Account Management, or Sales.
- Fluency in both English and Finnish.
Preferred Qualifications:
- Experience supporting a SaaS application preferred.
- 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 & management teams.
- Self-starter with ability to manage time and prioritize competing demands.
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