Customer Success Architect

As a Customer Success Architect (CSA) at Workiva, you will be a driving force behind our commitment to customer and partner success. Your primary focus will be collaborating closely with valued partners and our shared customers to craft impactful early-lifecycle experiences that foster lasting success for all involved. As a strategic thinker, you will proactively identify opportunities for innovation and optimization, working hand-in-hand with cross-functional teams to implement solutions that drive customer satisfaction and loyalty. Your passion for customer success and deep understanding of Workiva's offerings will enable you to provide strategic guidance to customers and partners, maximizing the value they derive from our solutions.

What You'll Do

Deliver Value Early

• Collaborate closely with customers to understand their business goals and challenges, pinpointing specific areas where Workiva can deliver success

• Define key positive business outcomes (PBOs) and success metrics in partnership with customers, ensuring alignment with their business objectives

• Facilitate the attainment of quick wins and showcase the tangible benefits of Workiva in the early stages of engagement

Partner Collaboration

• Initiate and cultivate strong, collaborative relationships with our partner community, understanding their business models, goals, and values

• Act as the face of our organization, embodying our commitment to partnership excellence and customer success

• Serve as a bridge between our partners and internal teams, ensuring a smooth flow of information and alignment on strategic objectives in service to our mutual customer’s success

Customer Graduation

• Work closely with customers to assess their readiness to transition to a more traditional Customer Success Manager (CSM), ensuring that our customers not only achieve their initial implementation goals but also continue to thrive with our solutions in the long term

• Collaborate with the customer and internal teams to ensure a smooth handoff while providing comprehensive documentation and insights about the customer's journey, ensuring continuity in support and success strategies.

What You’ll Need

Minimum Qualifications

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

• 2 years + of experience in customer-facing roles such as Customer Success, Product Manager, Solution Architect, and/or IT, Management, or Finance Consultant

Preferred Qualifications 

• Self-motivated with a strong propensity for action, results, and continuous improvement and a high level of comfort working in ambiguity

• Passionate about customer success and tenacious at driving long-term customer value

• Highly data-driven and meticulously detailed, with a commitment to drive customer engagement towards business outcomes and value realization

• Excellent communication skills, both written and verbal, with the ability to convey complex concepts clearly

• Ability to work collaboratively across departments and influence stakeholders at all levels of the organization

Travel Requirements and Working Conditions

• 20% Travel for customer and internal meetings

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