Product Success Manager - Financial Reporting

The Product Success Manager at Workiva plays a pivotal role in driving customer satisfaction and success. Key responsibilities include working closely with clients on product adoption, analyzing customer feedback, and collaborating with internal teams to address customer needs and improve overall experience. They also conduct training sessions for the Customer Success team on product features, ensuring our clients receive meaningful value from the Financial Reporting solutions.

To qualify for the Product Success Manager role at Workiva, candidates typically need a minimum of 4 years of experience in Customer Success, Product Management, or a related field within a SaaS environment. An undergraduate degree or equivalent experience is also required. Familiarity with financial reporting products and a strong grasp of customer engagement strategies are preferred to ensure effective management of customer relationships.

The Product Success Manager significantly impacts customer engagement at Workiva by analyzing customer satisfaction scores and devising strategies to enhance them. This role involves proactive communication with customers to identify their needs and challenges, ensuring that they maximize the value of Workiva's Financial Reporting solutions. Effective training and support provided by the Product Success Manager empower the Customer Success team to engage customers more effectively.

Key skills for a Product Success Manager in Financial Reporting include strong analytical abilities to interpret customer data, excellent communication skills for training and webinars, and experience with customer relationship management. A solid understanding of financial reporting workflows and connected data ecosystems is also vital to effectively assist clients and support the Customer Success team's initiatives.

The work environment for a Product Success Manager at Workiva is collaborative and dynamic, often requiring teamwork across various internal functions such as Sales, Support, and Product Development. The role involves minimal travel (around 10%) for customer meetings or internal events, while also providing the flexibility to work remotely. Workiva fosters a culture that values diversity, inclusion, and the contributions of each team member.

Success for a customer can be defined as achieving their desired outcomes and realizing the full potential of the product. In the role of Product Success Manager, I would regularly check in with customers to understand their goals and ensure that our Financial Reporting solutions align with those objectives. I would use metrics such as Customer Satisfaction Scores and Net Promoter Scores to track their journey and measure their success.

I recall a situation where a major client faced challenges with integrating our Financial Reporting solution. I first listened carefully to their concerns and documented the specifics. Then, I coordinated a meeting with our Product and Support teams to address the issues directly. We provided tailored guidance and resources to help the customer overcome their challenges, which ultimately led to improved satisfaction and a stronger partnership.

To train clients on new product features effectively, I develop a structured onboarding plan tailored to their specific needs. This includes interactive training sessions, personalized webinars, and easy-to-follow documentation. I also encourage feedback during the training to ensure that clients feel comfortable and to identify areas where further support is needed.

Handling difficult conversations with customers requires empathy and active listening. I approach these situations by acknowledging the customer's concerns, ensuring they feel heard. I then collaborate with them to find a resolution, presenting potential solutions clearly and professionally. My goal is to turn negative experiences into opportunities for building stronger relationships.

Metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and customer renewal rates are crucial for measuring customer success. These metrics provide insights into how well we’re meeting customer expectations and can indicate areas for improvement. Additionally, tracking engagement metrics such as feature usage can help us understand how effectively customers are leveraging the Financial Reporting solutions.

When addressing a customer at risk of churning, my first step would be to reach out to understand their concerns fully. I would conduct a thorough assessment of their usage and gather feedback regarding their experience. After identifying the pain points, I would collaborate with our internal teams to develop a tailored action plan focused on resolving their issues and showcasing the value of our Financial Reporting products.

Customer feedback serves as a foundational element for product development. It helps identify gaps and areas for improvement within the product. As a Product Success Manager, I would ensure that customer insights are communicated effectively to our Product Development team, enabling us to create features that directly address user needs and enhance overall satisfaction.

Building strong relationships with customers involves consistent communication, trust, and delivering value. I make it a point to engage with customers regularly, providing updates on new features and understanding their evolving needs. By being proactive and showing that I genuinely care about their success, I cultivate lasting relationships that encourage loyalty.

Staying updated with industry trends in financial reporting requires continual learning. I subscribe to industry publications, attend relevant webinars, and participate in professional groups. Networking with peers also provides insights into emerging trends and best practices that I can share with my customers to enhance their experience with our solutions.

Collaborating with cross-functional teams requires effective communication and a collective focus on shared goals. I approach this by establishing clear lines of communication, participating in regular meetings to align on customer needs, and promoting a culture of teamwork. By making sure everyone understands their role in delivering customer success, we can work together more efficiently and effectively.