Team Manager Customer Success - German Speaking

Responsibilities

• Lead a team of employees to deliver customer retention and growth
• Coach and develop Customer Success Managers (CSMs) to excel in key metrics: onboarding, adoption, retention, growth, satisfaction, and outcome management
• Mentor, coach, and provide feedback to the team, while also managing performance and compensation evaluations, and addressing escalated employee issues
• Play a major role in scaling Workiva's Customer Success organization through hiring, onboarding, training, and developing CSMs
• Update team with critical, cross-departmental updates from Engineering, Sales, Marketing, Professional Services and other groups
• Employ tools and processes to boost team capacity for retention and growth
• Ensure CSMs adhere to processes, maintaining visibility into customer information and team performance
• Engage with CSMs to ensure they are accurately identifying the required business outcomes, and determining the definition of "success" for every customer
• Continuously monitor customers to be proactive in the remediation of customer satisfaction concerns
• Prevent customer churn and lead escalations with CSMs, serving as the point of contact for raising customer issues to management

Requirements

• 2+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors
• 5 years related experience in Customer Success, Customer Service, Account Management, or Sales
• Fluency in German and English
• Adaptable and flexible with the ability to work successfully in a fast-paced environment
• Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs
• Strong problem solving and analytical skills to drive valuable solutions and decisions
• Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously
• Travel Requirements and Working Conditions
• Willingness to travel, with less than 20% travel expected for team and corporate meetings, contributing to building strong relationships and representing the company's interests
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
• Why Join Workiva
• 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 .
• Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
• #LI-PM1

Benefits

Additional Information

The Team Manager of Customer Success plays a pivotal role in guiding and cultivating a team of Customer Success Managers, ensuring they excel in driving customer adoption, retention, and growth. As a mentor and leader, they provide support through challenging customer situations, while also spearheading strategic initiatives aimed at maximizing overall customer lifetime value.

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