Lead Customer Success Architect - Remote

$87,000 - $148,000 yearly
  • Workiva
  • Remote (Montana, USA)
  • Apr 01, 2024
Full time Consultant Information Technology Software

Job Description

Summary

Join us as a Lead Customer Success Architect at Workiva, where you'll spearhead our dedication to customer and partner triumphs as the head of our Success Architect Team. Your main role involves collaborating closely with valued partners and our mutual customers to create impactful early experiences that ensure long-term success for everyone involved. You'll be at the forefront of decision-making and communication for your assigned customers, working alongside VPs and Executives to identify innovative opportunities and implement solutions that enhance customer satisfaction. With your expertise in Workiva's offerings, you'll provide strategic guidance to customers and partners, maximizing the value they receive from our solutions. Come be part of shaping an outstanding customer experience that solidifies Workiva's position as an industry leader.

What You’ll Do

Deliver Value Early

  • Collaborate closely with VP and Executive-level customers to understand their business goals and challenges, identifying areas for Workiva's success.

  • Define key positive business outcomes (PBOs) and success metrics in partnership with customers to align with their business objectives.

  • Facilitate the achievement of quick wins and demonstrate the tangible benefits of Workiva during the early stages of engagement.

Partner Collaboration

  • Initiate and nurture strong, collaborative relationships with our partner community, grasping their business models, goals, and values.

  • Act as the primary liaison between partners and internal teams, ensuring seamless information flow and alignment on strategic objectives.

  • Identify and mitigate customer and partner risks within high-touch accounts, taking necessary actions for resolution.

  • Advocate for customers internally by providing continuous feedback to various teams within Workiva.

Customer Graduation

  • Assess customers' readiness to transition to a traditional Customer Success Manager (CSM) role, ensuring continued success with our solutions in the long term.

  • Collaborate with customers and internal teams to ensure a smooth transition, providing comprehensive documentation and insights into the customer's journey.

  • Consult internally and with customers, Partner Pod members, and partners on best practices, workflows, and management business reviews.

  • Develop multi-level relationships within customer organizations, serving as a trusted advisor to executives and key stakeholders.

  • Educate customers on maximizing value from the Wdesk platform for strategic initiatives and departmental goals.

  • Drive team improvements through quarterly Management by Objectives (MBOs).

  • Record customer activity, outcomes, issues, and communication in customer management tools.

  • Ensure customers are consistently progressing towards key milestones of the Customer Journey using customer-facing Success Plans.

What You’ll Need

Minimum Qualifications

  • Bachelor's degree or equivalent combination of education and experience in a related field.

  • 6+ years of experience in customer-facing roles such as Customer Success, Product 

Preferred Qualifications

  • Manager, Solution Architect, and/or IT, Management, or Finance Consultant

  • Self-motivated with a strong propensity for action, results, and continuous improvement and a high level of comfort working in ambiguity

  • Passionate about customer success and tenacious at driving long-term customer value

  • Highly data-driven and meticulously detailed with a commitment to drive customer engagement towards business outcomes and value realization

  • Excellent communication skills, both written and verbal, with the ability to convey complex concepts.

  • Ability to work collaboratively across departments and influence stakeholders at all levels of the organization.

  • Must be able to travel up to 20% annually

  • Reliable internet access for any period working remotely, not in a Workiva office.

Travel Requirement

  • Up to 10 %

Working Conditions

  • Reliable internet access for any period working remotely, not in a Workiva office.

How You’ll Be Rewarded

✅ Salary range in the US: $87,000.00 - $148,000.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.

  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.

  • Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more

  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work

Workiva is an Equal Employment Opportunity and Affirmative Action 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.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.