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Product Success Manager - ESG & Sustainability

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Workiva

Sep 4

  • Job
    Full-time
    Mid Level
  • Sales & Business Development
    Product
  • Amsterdam
    Remote
  • Quick Apply

AI generated summary

  • You need 4+ years in Customer Success or similar, knowledge of ESG, strong communication skills, project management abilities, and a self-motivated, detail-oriented approach.
  • You will collaborate with teams to enhance customer experience, analyze satisfaction metrics, support product improvements, train staff, and drive strategies to reduce churn and boost engagement.

Requirements

  • Minimum Qualifications
  • 4+ years of related career experience in Customer Success, Product Management, Professional Services or similar in a software organization
  • Undergraduate degree or equivalent combination of relevant career experience
  • Preferred Qualifications
  • Working knowledge and experience with ESG reporting frameworks, carbon accounting, corporate sustainability reporting (CSRD) or related sustainability topics
  • Knowledge of connected data ecosystems and connected reporting workflows
  • Proven experience with product enablement and measurable long-term customer success
  • Experience of using data metrics to drive customer engagement towards business outcomes and value realization
  • Excellent verbal and written communication skills
  • Strong presentation skills - including the ability to chair sessions and host webinars
  • Operates well in environments of constant change
  • Self-motivated and action-oriented with the ability to take initiative, execute, and follow through
  • Well-organized with superb project/time management skills and attention to detail
  • Ability to effectively interact with business partners at varying levels of organization
  • Travel Requirements & Working Conditions
  • Up to 10% travel for customer and internal events
  • Reliable internet access for any period of time working remotely and not in a Workiva office

Responsibilities

  • Work across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting
  • Analyze and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn
  • Interpret, analyze and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA
  • Define and create new product insights/metrics that drive meaningful conversations and impact decisions of the organization
  • Be an excellent representative of the Customer Success teams alongside Product Development to ensure our development will add value to the customer
  • Support scale to an Emerging Solution of Workiva and challenge current methods of operating in a goal to overall customer satisfaction
  • Work directly with Emerging, Success and Product Leadership to drive decisions that impact the product and customer experience
  • Work with global Product Success teams to ensure best in class Product Success knowledge and processes
  • Work on the enablement of Customer Success and ensure they can deliver meaningful value our customers
  • Train the Customer Success team on the benefits of new product releases

FAQs

What is the primary responsibility of a Product Success Manager - ESG & Sustainability at Workiva?

The primary responsibility is to enhance customer experience with the product, monitor customer satisfaction, deliver customer programs, and act as a liaison between customers and product teams to drive product adoption and growth success.

What qualifications are required for this role?

A minimum of 4+ years of related career experience in Customer Success, Product Management, or similar fields is required, along with an undergraduate degree or an equivalent combination of relevant career experience.

Is knowledge of ESG reporting frameworks necessary for this position?

Yes, working knowledge and experience with ESG reporting frameworks, carbon accounting, and corporate sustainability reporting are preferred qualifications for this role.

What are the travel requirements for this job?

The role requires up to 10% travel for customer and internal events.

Will I need to train the Customer Success team in this role?

Yes, you will be responsible for training the Customer Success team on the benefits of new product releases.

What interpersonal skills are essential for this position?

Excellent verbal and written communication skills, along with strong presentation skills and the ability to interact effectively with business partners at varying levels of the organization, are essential.

How does the role contribute to customer satisfaction?

The role contributes to customer satisfaction by analyzing customer feedback, defining success metrics, and working closely with the Customer Success team to mitigate risks and improve overall customer experiences.

Does this position operate in a changing environment?

Yes, the position operates in environments of constant change, requiring adaptability and flexibility.

Is equipment for remote work provided by Workiva?

While specific equipment details are not mentioned, reliable internet access is required for remote work, implying that remote work can be accommodated as needed.

How does Workiva view diversity and inclusion in the workplace?

Workiva values diversity of backgrounds, beliefs, and interests and recognizes it as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to any protected characteristic.

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Workiva

Technology
Industry
1001-5000
Employees

Mission & Purpose

Workiva is on a mission to power transparent reporting for a better world. We build and deliver the world’s leading cloud platform for assured integrated reporting to meet stakeholder demands for action, transparency, and disclosure of financial and non-financial data. Workiva offers the only unified SaaS platform that brings customers’ financial reporting, Environmental, Social, and Governance (ESG), and Governance, Risk, and Compliance (GRC) together in a controlled, secure, audit-ready platform. Our platform simplifies the most complex reporting and disclosure challenges by streamlining processes, connecting data and teams, and ensuring consistency. Learn more at workiva.com.