Description:
The Technical Customer Success Manager (GRC SAAS Solutions) serves as a primary influencer in the definition and execution of product adoption and growth success motions at Workiva. This role will work directly with our Governance, Risk and Compliance (GRC) customers in Asia Pacific to enhance their overall experience with the product and make them successful reference customers. In collaboration with the customer’s overall success team (Customer Success Manager, Support, and Account Manager), the Product Success Manager monitors customers’ system health, delivers customer programs, and acts as the liaison between customer and product teams. This role will become the techno-functional GRC expert overlay to the Customer Success team, serving on the front lines, engaging with customers, partners, sales, support, and development to serve as the customer’s advocate. This role will have a primary focus on strategic connections with customers, participating in executive reviews and influencing success plans.
What You’ll Do:
- Achieve customer success outcomes including higher customer product adoption, customer satisfaction, and overall customer health scores
- Work closely with Customer Success Managers (CSMs) to jointly define customer expected outcomes and ensure that they have realized value from the solution
- Accurately document new and existing feature/functionality as a reference for customers and the Customer Success Team
- Proactively manage our highest-touch customer’s GRC environment through their intimate knowledge of the product roadmap and understanding of stakeholders’ testing, reporting, and analytical needs
- Participate in executive business reviews and influence success plans
- Take ownership on solution and product areas, being the point person for other Product Success Managers and R&D
- Responsible for the technical health and wellbeing of their customers
- Owns the communication channel from product to customer success
- Train the Customer Success team on the benefits of new product releases
- Influence product development strategy by advocating on behalf of customers
- Support customers post-onboarding and work cross-functionally with our sales, support, services and partner teams for successful deployment
- Facilitate training (by self service or virtual mods) for new customer teams as needed to ensure users are active in Workiva's Platform
- Serve as an expert in Workiva’s GRC platform, and be proficient in WARG and YAML
What You'll Need:
- At least 4+ years of experience in customer-facing roles such as Customer Success, Product Manager, Solution Architect, or GRC Consultant, or similar related experience
- Previous GRC SAAS platform or industry experience desirable though not required
- Skilled at presenting complex solutions in an understandable manner.
- Analytical problem-solver, adept at identifying opportunities and providing creative solutions.
- Demonstrates high personal accountability, thrives independently in a fast-paced, dynamic environment.
- Detail-oriented with strong organizational and multitasking abilities across multiple programs
- Proficient in communication, interpersonal, and presentation skills, fostering collaboration with internal and external stakeholders in an advisory capacity.
- Effective in relationship building, and influencing skills, to create strategic plans and align on goals and objectives
- Passionate about customer success and tenacious at driving long-term customer value
- Highly data-driven and detail-oriented, with a focus on customer engagement and value realization.
- Excellent verbal and written communication skills.
- Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
- Preferable to be proficient in another Asian language: Mandarin, Korean or Japanese This is because the role entails communication with clients located in those regions.