Senior Customer Success Manager - French Speaker

About

Job Title: Senior Customer Success Manager - French Speaker
Organization: Workiva

Responsibilities

• Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
• Generate leads (CSQL) for the Workiva sales team to pursue
• Evaluate organizational inefficiencies to help customers define appropriate business outcomes
• Identify opportunities for Workiva to consult with customers on setups
• Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
• Understand customer needs well enough to identify users that might not be seeing value in Workiva's Platform and executing a plan to increase return on investment (ROI)
• Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva's Platform
• Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva's Platform
• Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline
• Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence
• Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
• Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform
• Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met

By building strategic, trusted partnerships with business and IT stakeholders, you will accelerate outcomes for our customers, provide world-class expertise, and create customer heroes.

• 4+ years of related experience
• Bachelor's degree - An advanced degree will be considered in lieu of experience
• Fluency in French is preferred for this role
• Experience supporting a SaaS product preferred
• Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment
• Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
• Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
• Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment. Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.

Workiva is an Equal 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.