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Senior Manager of Customer Success

hace 4 semanas

Madrid, Madrid, España Workiva Spain, S.L. A tiempo completo

As a Senior Manager of Customer Success, you will be responsible for leading the Iberia & Emerging Markets Customer Success Team in EMEA. Your goal will be to ensure our customers receive the best experience, understand best practices, and continue to grow with Workiva. You will manage a team of Customer Success individuals focused on our Iberia, Italy, and emerging EMEA markets, who build post-sales relationships with customers to drive and increase adoption and utilization of Workiva's products.

Key Responsibilities

  • Manage the identification of opportunities from assigned clients, including upselling and cross-selling of related products/services, client renewal, and retention results.
  • Provide both management and subject matter leadership.
  • Lead the strategic development of the Iberia and Emerging Markets Customer Success function, addressing business requirements and goals.
  • Select, develop, and evaluate personnel to ensure the efficient operation of the function.
  • Lead the strategy and direction of our Customer Journey for our Iberia & Emerging Markets Customers.
  • Enable the CSMs and develop strategies to delight our customers.
  • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results with our customers.
  • Stay aware of regional market differentiators, adapting message and style to drive results.
  • People management responsibility, including hiring, departures, annual performance, and pay reviews.
  • Continuously share your experience across the team.
  • Play a key role in the GTM Strategy of the assigned markets.

Requirements

  • 8+ years of related experience in Customer Success, Account Management, Sales, Marketing, or other GTM roles.
  • 3+ years of people and team leadership experience.
  • Undergraduate degree or equivalent knowledge and career experience.
  • Fluency in Spanish and English.

Preferred Qualifications

  • Experienced manager with advanced knowledge in GTM strategies and delivering on them.
  • Excellent communication skills and able to demonstrate the ability to communicate at multiple levels.
  • Evidence of successful relationship building both internally and externally.
  • A track record of developing people.
  • A track record of delivering results against targets.
  • Skills in data analysis and summarizing data to deliver clear action plans.

Travel Requirements & Working Conditions

  • 30% travel to other Workiva office locations.
  • Reliable internet access for any period of time working remotely and not in a Workiva office.