Senior Manager of Customer Success

As a Senior Manager of Customer Success, at Workiva, you’ll be responsible for managing the Financial Services Customer Success Team in EMEA. Ensuring our Banks, Fund Company and Insurance Customers get the best experience, understand best practice and continue to grow with Workiva.

What You’ll Do

You will manage a team of Customer Success individuals specialised in Financial Services who build post-sales relationships with customers to drive and increase adoption and utilisation of Workiva’s products. 

• Manage the identification of opportunities from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. 

• Provide both management and subject matter leadership

• Lead the strategic development of the Financial Services Customer Success function, addressing business requirements and goals

• Select, develop, and evaluate personnel to ensure the efficient operation of the function.

• Lead the strategy and direction of our Customer Journey for our Financial Services customers across EMEA

• Enable the CSMs in Financial Services and strategies to delight our customers

• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results with our Financial Services Customers.

• Stay aware of global nuances across Financial Services & Customer Success, adapting message and style to drive results

• People management responsibility including hiring, departures, annual performance and pay reviews

• Continuously share your experience across the team

What You’ll Need

Minimum Qualifications 

• 8+ years of related experience in Customer Success, technology solution delivery or similar

• 3+ years of people and team leadership experience

• Undergraduate degree or equivalent knowledge and career experience 

Preferred Qualifications

• Experienced manager with advanced knowledge in Financial Services

• Working knowledge of the Finance function within a bank, insurance firm, or fund company OR experience working in consultant or advisory for the CFO function for banks, insurance firms or fund companies preferred

• Excellent communication skills and able to demonstrate the ability to communicate at multiple levels

• Evidence of successful relationship building both internally and externally

• A track record of developing people

• A track record of delivering results against targets

• Skills in data analysis and summarizing data to deliver clear action plans

• Alignment to Workiva Values

Travel Requirements & Working Conditions

• 20% travel for customer and internal meetings 

• Reliable internet access for any period of time working remotely and not in a Workiva office

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