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- Tasks: Drive product adoption and customer success in Financial Reporting at Workiva.
- Company: Join Workiva, a leader in innovative software solutions for financial reporting.
- Benefits: Enjoy remote work options, diverse culture, and opportunities for professional growth.
- Why this job: Be a key player in enhancing customer experiences and making a real impact.
- Qualifications: 4+ years in Customer Success or Product Management; SaaS experience preferred.
- Other info: Workiva values diversity and offers reasonable accommodations for applicants with disabilities.
The predicted salary is between 36000 - 60000 £ per year.
The Product Success Manager (PSM) serves 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 (Customer Success, Support and Product), you’ll monitor customer satisfaction, deliver customer programs, and act as the liaison between customer and product teams. Your focus will be on Workiva’s solutions for Financial Reporting (FR).
To succeed in this role, you’ll support customers post-onboarding and work cross-functionally with our Sales, Support, Implementation and Partner teams for successful platform deployment.
What You’ll Do
- Work across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting.
- Analyse and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn.
- Interpret, analyse and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA.
- Be an excellent representative of the Customer Success team alongside Product Development to ensure our development will add value to the customer.
- 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 to 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 - preferably SaaS.
- Undergraduate degree or equivalent combination of relevant career experience and expertise.
Preferred Qualifications
- Knowledge of connected data ecosystems and connected reporting workflows.
- Proven experience with product enablement and measurable long-term customer success.
- Experience of using data to drive customer engagement towards business outcomes and value realisation.
- Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
- Previous experience of working within Financial Reporting products or solutions.
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.
Workiva is an Equal Opportunity 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, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic. Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email.
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
Product Success Manager - Financial Reporting employer: Workiva
Contact Detail:
Workiva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Success Manager - Financial Reporting
✨Tip Number 1
Familiarise yourself with Workiva's Financial Reporting solutions. Understanding the product inside and out will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Workiva, especially those in Customer Success or Product Management roles. They can provide valuable insights into the company culture and expectations for the Product Success Manager position.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight any experience with customer satisfaction metrics like CSAT and NPS, as these are crucial for this position.
✨Tip Number 4
Showcase your communication skills by preparing to lead a mock training session or webinar during the interview process. This will illustrate your ability to engage and educate customers effectively.
We think you need these skills to ace Product Success Manager - Financial Reporting
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, Product Management, or Professional Services, especially within a SaaS environment. Emphasise any specific achievements related to financial reporting or customer engagement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and your understanding of the role's requirements. Mention your familiarity with Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS), and how you plan to leverage this knowledge.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, consider including examples of past experiences where you successfully chaired sessions or hosted webinars. This will demonstrate your capability to represent the Customer Success team effectively.
Highlight Cross-Functional Collaboration: Illustrate your experience working cross-functionally with teams such as Sales, Support, and Implementation. Provide specific examples of how you've contributed to successful platform deployments or customer programs in previous roles.
How to prepare for a job interview at Workiva
✨Understand the Product and Customer Needs
Before the interview, make sure to thoroughly research Workiva's Financial Reporting solutions. Understand how these products work and think about how they can benefit customers. Be prepared to discuss how you would address customer needs and enhance their experience.
✨Showcase Your Communication Skills
As a Product Success Manager, excellent verbal and written communication skills are crucial. Practice articulating your thoughts clearly and confidently. You might be asked to present a scenario or lead a mock session, so be ready to demonstrate your ability to engage and inform an audience.
✨Highlight Your Data-Driven Approach
Since the role involves analysing Customer Satisfaction Scores and Net Promoter Scores, be prepared to discuss how you've used data in previous roles to drive customer engagement and success. Share specific examples of strategies you've implemented based on data insights.
✨Prepare for Cross-Functional Collaboration Questions
The role requires working closely with various teams. Think of examples from your past experiences where you successfully collaborated with different departments. Be ready to explain how you navigated challenges and ensured alignment towards common goals.
