Workiva
posted 3 months ago
The Customer Success Specialist at Workiva, Inc. is responsible for managing a large portfolio of over 100 small customer accounts, focusing on automation, client retention, and upselling opportunities. This role operates within a low touch/high volume model, necessitating strong customer relationship management and technical skills. As the primary point of contact for customers throughout their contract lifecycle with Workiva, the Customer Success Specialist plays a crucial role in driving value realization and ensuring a positive return on the client's investment. In this position, the specialist will utilize various communication strategies to enhance end-user engagement and maximize product adoption. A deep understanding of the Workiva Platform's functionality is essential, as the specialist must align this knowledge with customer objectives. The role also involves analyzing customer behavior to identify opportunities for improving the overall customer experience. The Customer Success Specialist will iterate on the tech touch program by developing structured cadences of value-driven interactions across the customer journey, which includes onboarding, adoption, impact assessment, and expansion or renewal processes. Collaboration with internal teams such as sales, customer success operations, support, product, and marketing is vital to ensure program alignment and the achievement of business goals. Additionally, the specialist will leverage Gainsight to monitor at-risk customers through usage metrics, reporting, and analytics, ensuring proactive engagement and support.