As a Product Success Manager - ESG, you'll serve as a primary influencer in the definition and execution of product adoption and growth success motions at Workiva. In this role, you’ll work directly with customers to enhance their overall experience with the product and make them successful reference customers. In close collaboration with the customer’s overall Success team (Emerging Success, Customer Success, Support and Product), you’ll monitor customer satisfaction, deliver customer programs, and act as the liaison between customer and product teams.

To succeed in this role, you’ll support customers post-onboarding and work cross-functionally with our Success, Sales, Support, Implementation and Partner teams for successful platform deployment.

This role forms part of our Emerging Solutions Team, which has been purpose built to drive scale for Workiva’s newest solution offerings. You will be on the front line alongside members from across the customer journey in defining what success should look like for an emerging Solution. In this role, your particular focus will be on Workiva’s solutions for Environmental, Social, and Governance Reporting (ESG).

What You’ll Do

• Work across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting

• Analyze and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn

• Interpret, analyze and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA

• Define and create new product insights/metrics that drive meaningful conversations and impact decisions of the organization

• Be an excellent representative of the Customer Success teams alongside Product Development to ensure  our development will add value to the customer 

• Support scale to an Emerging Solution of Workiva and challenge current methods of operating in a goal to overall customer satisfaction

• Work directly with Emerging, Success and Product Leadership to drive decisions that impact the product and customer experience

• Work with global Product Success teams to ensure best in class Product Success knowledge and processes

• Work on the enablement of Customer Success  and ensure they can deliver meaningful value our customers

• Train the Customer Success team on the benefits of new product releases

What You'll Need

Minimum Qualifications

• 4+ years of related career experience in Customer Success, Product Management, Professional Services or similar in a software organization

• Undergraduate degree or equivalent combination of relevant career experience

Preferred Qualifications 

• Working knowledge and experience with ESG reporting frameworks, carbon accounting, corporate sustainability reporting (CSRD) or related sustainability topics

• Knowledge of connected data ecosystems and connected reporting workflows

• Proven experience with product enablement and measurable long-term customer success

• Experience of using  data metrics  to drive customer engagement towards business outcomes and value realization

• Excellent verbal and written communication skills

• Strong presentation skills - including the ability to chair sessions and host webinars

• Operates well in environments of constant change

• Self-motivated and action-oriented with the ability to take initiative, execute, and follow through

• Well-organized with superb project/time management skills and attention to detail

• Ability to effectively interact with business partners at varying levels of organization

Travel Requirements & Working Conditions

• Up to 10% travel for customer and internal events

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

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