Senior Manager of Product Support - FRX & Capital Markets

• Mentor support specialists, manage performance cycles, resolve conflicts, and drive team development.
• Manage support channels (email, phone, chat), implement process improvements, and deploy new tools to boost efficiency.
• Serve as the primary point of escalation for personnel and high-stakes, customer-impacting issues.
• Own KPIs (CSAT, SLA, response/resolution times), perform root-cause analysis, and implement data-driven improvements.

This role ensures that customers relying on FRX and Capital Markets solutions receive exemplary support during critical reporting cycles, regulatory filings, and capital markets transactions, directly contributing to their accuracy and timeliness.

• Bachelor's degree with 8 years of related experience, or Master's degree with 6 years, or PhD with 4 years.
• More than 5 years of direct people-leadership including supervising entry-level managers and/or established individual contributors.
• 2+ years in a Technical Support Engineer or other customer-facing technical role within Workiva or similar industry.

Minimal travel required. Reliable internet access for remote work. Workiva offers a collaborative environment with opportunities to lead high-impact projects. Salary not specified.

Workiva is an AI-powered platform that unifies finance, risk, and sustainability on a single secure foundation, helping complex organizations bring confidence, control, and a competitive edge to their operations.