Client Relationship Manager

The Client Relationship Manager is the primary customer contact for Workiva Managed Services and is responsible for customer activities from the initial stages of onboarding to project delivery. The Client Relationship Manager will have an understanding of each customer's project requirements and act as a consultant to determine how the various features can meet their needs. The Client Relationship Manager will partner with other Workiva teams on initiatives that address customer needs. Produce quality work with support to analyze and provide data to inform decision-making. Leads self in a well-structured environment: Delivers multiple tasks or processes

What You’ll Do

•  Deliver high-quality service and support throughout the completion of the Managed Services project

•  Serve as primary customer contact for Workiva products and services

•  Assist Customer & Partner Experience Team on ancillary projects, as needed    

• Works to a weekly horizon. Recognizes and acts on inconsistencies in data or results.

• Resolve moderate customer issues and escalate more complex issues while remaining accountable to customers

• Manage a book of business, supporting them through regular checkpoints and developing meaningful relationships representing Workiva platform offerings to our clients

• Obtain feedback from clients and provide it to necessary internal departments, including sales, marketing, and research & development  

• Train customers how to use the Workiva platform to achieve customer technology goals and objectives through shared best practices  

• Use customer management tools to track customer communication, issues, and metrics

• Design and execute onboarding project plans for Capital Markets customers.

• Coordinate and review the filing process for Capital Markets customers

• 24/7 dedication to Working Group (issuer counsel, underwriter counsel, bankers, auditors, consultants, and customer) throughout the completion of the project

What You'll Need

Minimum Qualifications

• Undergraduate Degree or equivalent combination of education and experience in a related field.

• 2+ years (s) of Customer Service, Account Management, Project Management, or equivalent experience in roles with a strong focus on communication and influencing others.

Preferred Qualifications

• Experience in the accounting/finance industry

• Familiarity with Capital Markets processes and filings

• Self-motivated with a strong propensity for action, results, and continuous improvement

• Ability to work successfully in a high-energy, fast-paced, rapidly changing environment

• Proven ability to identify customers’ needs and expectations with a timely and effective customer service response

• Competency in using the Workiva platform, Google Drive, Microsoft Word, Excel, PowerPoint, Salesforce, and Gainsight

• Project management and organizational skills to meet established timelines

• Communication, influence, & presentation skills with a high level of comfort in delivering consultative recommendations

Travel Requirements and Working Conditions

• 15% Travel for customer and internal meetings

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