Job Summary The Associate Client Services Manager is the primary customer contact for Workiva products and services and is responsible for creating a "wow" customer experience. The Associate Client Services Manager will be responsible for day-to-day customer success activities spanning from the initial stages of onboarding to continued engagement and retention. The Associate Client Services Manager will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various Wdesk solutions and features can meet their needs. The Associate Client Services Manager will also partner with other Workiva teams on initiatives that address customer needs.
Responsibilities
Deliver high quality service and support under pressure with a keen attention to detail
Assist Client Services Team on ancillary Wdesk projects as needed
Provide primary customer contact for Workiva products and services and execute a "wow" interaction
Champion customer responsiveness and issue resolution
Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance
Develop methods of project management that allow for continuous improvement in customer satisfaction
Build strong Working Group relationships and explore opportunities for growth
Assist in identifying revenue opportunities within the framework of the organization-wide strategy
Onboard customers and drive the initial implementation and integration of Wdesk while effectively managing Working Group expectations
Capital Markets Focused:
Design and execute onboarding project plans for Capital Markets customers. Account is transferred to a Customer Success Manager after transaction is completed (Associate Client Services Managers do not maintain a book of business)
Coordinate filing process for Capital Markets customers either remotely or onsite
24/7 dedication to Working Group (issuer counsel, underwriter counsel, bankers, auditors, consultants, and customer) throughout the completion of the transaction
What You'll Need Education
Undergraduate Degree or equivalent combination of education and experience in a related field.
Skills
Excellent verbal and written communication skills
Self-motivated with strong propensity for action, results and continuous improvement
Ability to work successfully in a high-energy, fast-paced, rapidly changing environment
Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs and procedures simultaneously while working under pressure to meet deadlines
Demonstrate a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
Strong technical aptitude, with competency in using Google Drive and Microsoft Word, Excel and PowerPoint
Demonstrate outstanding customer contact at all levels within the Working Group
Demonstrate ability to lead, work independently and take initiative to meet established timelines
Outstanding project management, follow-through and keen attention to detail
Ability to communicate customer needs while prioritizing organizational goals and initiatives
Professional, outgoing, energetic personality with excellent interpersonal and presentation skills
Experience
Experience in accounting/finance industry preferred
If Capital Markets Focused:
Thorough knowledge of Capital Markets processes and filings
Travel Requirements
Up to 50% travel for onsite training and filing support as needed
Working Conditions & Physical Requirements
Evening, Saturday, and Sunday work may be required to meet client deliverables
Reliable internet access for any period of time working remotely, not in a Workiva office.
How You'll Be Rewarded
Base Pay Range in Colorado: $64,000 - $89,000
A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
Monthly phone stipend
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
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.
Customer Success: Always delight our customers.
Trust: Rely on each other.
Integrity: Do the right thing, every time.
Collaboration: Share resources and work together.
Innovation: Keep creating solutions and finding better ways.
Inclusion: Support a diverse community where we all belong.
Accountability: Be responsible for your success and failure.
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 Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) 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.
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.
