Customer Success Manager - German Speaking

## Customer Success Manager
- German Speaking Apply:
Amsterdam:
Remote
- Germany:
Full time:
Posted Today:
R12419

Workiva Customer Success Managers (CSM) are a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes; and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers return on investment (ROI) in the Workiva Platform.

You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva’s Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
** What You’ll Do
*** Drive customer adoption of Workiva solutions
* Ensure continuous ROI to your customers
* Consult on best practices, workflows, and management business reviews
* Develop multi-purpose relationships throughout customer organizations
* Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
* Ensure all 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 understand the details of upcoming renewals
* Teach customers how to use the Workiva Platform
* Use customer management tools to track customer communication, issues, and metrics
** What You'll Need
** Minimum Qualifications
* Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
* 2 years of related experience (Customer Success, Customer Service, Account Management or Sales)

Preferred Qualifications
* Experience supporting a SaaS application preferred
* Deep commitment to customer success - not just satisfaction
* Ability to understand complex problems and explain the source of those problems simply
* Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
* Self-starter with strong time management and prioritization skills

Travel Requirements & Working Conditions
* Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
* Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
** Summary
* * Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result.

Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales).

This is an individual contributor role.
** Scope
* ** Contributes to small team by taking ownership to deliver assigned activities
** Problem Solving
*** Works on minimally ambiguous problems where solutions are often readily available
* Situations typically require an evaluative review of a variety of factors to understand problems
* Applies company policies, business understanding and acquired techniques to complete day-to-day assignments
** Discretion and Impact
*** Minimally impacts quality of own work and the work of others on team
* Exercises judgment, within defined procedures; sometimes adapts practices in order to apply appropriate action
** Collaboration and…