Senior Director of Enterprise Customer Success

Workiva, Inc   •  

Scottsdale, AZ

Industry: Technology


11 - 15 years

Posted 67 days ago

This job is no longer available.

People Management:

  • Builds a strong sustainable organization with high levels of employee engagement by attracting and developing superior talent and rewarding superior performance of teams and individuals
  • Provides employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance
  • Maintains an atmosphere of respect, mutual support, flexibility, continuous learning, good humor, and commitment to business goals and customer needs to fulfill the company vision
  • Creates a metric-driven environment that aligns with the strategic outcomes
  • Rewards superior team and individual performance in ways that enhance employee engagement, commitment, and satisfaction
  • Establishes and maintains relationships and effectively communicates with customers, business unit leaders and senior management to raise visibility and ensure collaboration with appropriate key stakeholders
  • Manages operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

Enterprise Customer Success Strategy, Vision, and Leadership:

  • Develops and Directs implementation and execution of Enterprise Customer Success policies and practices
  • Develops annual Enterprise Customer Success plan in support of Workiva strategy and objectives
  • Identifies and works with Vice President of Customer Success and other Client Service Leaders to recognize internal and external opportunities and solutions
  • Defines and executes strategies to support the vision and leadership of Workiva
  • Ensures communications are coordinated, supports Customer Success plan objectives and meets organizational expenditure requirements

Enterprise Customer Success Management and Operations:

  • Builds, develops and manages a Customer Success team capable of carrying out needed service initiatives
  • Prioritizes and drives Customer Success strategies across multiple teams and phases to ensure that customer solutions are aligned with business objectives
  • Oversees the day-to-day activities of the team through staff development, planning and forecasting, and budgetary obligations
  • Implements and manages initiatives that align with the overall vision of the Customer Success team

What You'll Need:

  • Excellent verbal, written, and interpersonal communication skills
  • Self-motivated with strong propensity for action, results and continuous improvement
  • Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines
  • Solid presentation skills with the ability to cater meetings to the audience
  • Strong understanding of the SaaS enterprise environment
  • Proven ability to think strategically around business problems
  • 12+ years of leading a Customer Success organization
  • Experience managing portfolios of $150M+
  • Strong experience leading meetings with customers at the C-suite level
  • Bachelors degree preferred
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