Client Relationship Manager
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Job Description
Client Relationship Manager serving as primary customer contact for Workiva Managed Services. Responsible for customer activities from onboarding to project delivery with a focus on client relationships.
Responsibilities:
- 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
Requirements:
- Undergraduate Degree or equivalent combination of education and experience in a related field.
- 2+ years of Customer Service, Account Management, Project Management, or equivalent experience in roles with a strong focus on communication and influencing others.
- 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
Benefits:
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
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