Customer Success and Product Support Specialist
labrador transparency (asia)
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About Us At Labrador Transparency, we don't just talk about transparency – we build it. Labrador Information Transparency is a global leader in regulated corporate disclosure, dedicated to helping publicly listed companies—including Fortune 500 organizations worldwide—communicate with clarity, accuracy, and transparency. With a mission to make regulated information more accessible and investor-friendly, Labrador ensures that corporate disclosures—from annual reports to ESG statements—are not just compliant, but also engaging and understandable. Founded on the principle that transparency builds trust, Labrador empowers organizations to elevate their communication standards in line with the expectations of investors, regulators, and other key stakeholders. The Customer Success and Product Support Specialist is a pivotal role dedicated to managing and enhancing Labrador's Workiva related services. The officer works closely with the Workiva Solutions Manager and is responsible for designing and implementing processes, managing enterprise projects, training internal and external stakeholders, and providing platform function support. This role ensures the seamless integration and alignment of Workiva solutions with client needs and Labrador's operational standards. The Workiva Solutions Officer collaborates closely with department heads, stakeholders, and Workiva representatives to deliver exceptional service and operational efficiency. Workiva Platform Overview Workiva is a cloud-based platform designed to simplify complex workflows, especially in the domains of financial reporting, compliance, and operational management. By integrating data from multiple sources, automating routine processes, and enhancing collaboration across teams, Workiva enables organizations to work more efficiently and transparently. Key features include real-time collaboration, in-platform design and EDGAR filing, robust data security, workflow automation, and comprehensive integration with enterprise systems. Its flexibility makes it a preferred tool for creating designed and audit-ready reports, streamlining SOX compliance, and meeting SEC reporting requirements. Key Responsibilities
- Process Design and Optimization
- Design, implement, and enhance processes and procedures to meet and exceed client expectations for Workiva services.
- Collaborate with Platform Experts, Project and Account Managers, Designers, Strategists, and Sales and Marketing department heads to align workflows with operational and organizational goals.
- Regularly review and refine processes to incorporate best practices and achieve optimal efficiency.
- Solutions Development
- Continuously evaluate and enhance Labrador's Workiva solutions offerings by incorporating platform updates, enhancements, and new features into internal processes and best practices.
- Stay informed about platform developments and provide recommendations to improve client experiences and services.
- Training and Enablement
- Develop and execute comprehensive training programs for internal staff, external resources, and clients to maximize proficiency with the Workiva platform.
- Adapt training content to the needs of diverse audiences, ensuring clarity and practical application.
- Platform Function Support
- Provide technical support and guidance to internal teams and clients, addressing questions and issues related to the Workiva platform.
- Troubleshoot and resolve platform-related challenges to maintain smooth operations.
- Project Management
- Oversee and manage Workiva-related enterprise projects, ensuring timely delivery and alignment with project objectives.
- Coordinate project plans, timelines, and resource allocation, maintaining clear communication with all stakeholders.
- Monitor project progress and implement adjustments as needed to meet client and organizational goals.
- Integration Management
- Serve as an integrator for Labrador's Managed Services Clients within the Workiva platform, ensuring seamless integration of data, workflows, and services.
- Develop and execute strategies to align client needs with Labrador's managed services framework, optimizing platform utilization and feature adoption.
- Partnership Management
- Act as a primary liaison with the Workiva Customer Success Manager (CSM), coordinating partnership engagements and exploring opportunities to expand services.
- Represent Labrador in joint initiatives, escalations, and platform enhancement discussions.
- Client Engagement
- Participate in planning sessions with critical and high-tier clients to tailor Workiva solutions to their objectives and requirements.
- Conduct platform demos for potential and existing clients, showcasing functionalities and demonstrating value.
- Reports to theWorkiva Solutions Managerwithin Labrador's Client Delivery Department.
- Bachelor's degree in Business, Technology, Data Analytics, or related fields;
- Certifications in Workiva platform (or equivalent) preferred.
- 3–5 years of experience in project management, solutions design, technical sales, or operations support for collaborative, enterprise-level platforms.
- Hands-on experience with platforms likeGoogle Workspace,Microsoft 365,SAP,Tableau, or othercollaborative and reporting toolsused for enterprise operations, compliance, or reporting.
- Familiarity with systems such asIBM Cognos,BlackLine,Hyperion, orOneStreamfor financial consolidation, planning, or reporting is advantageous.
- Strong technical expertise with integration, automation tools, or workflow optimization platforms (e.g.,Alteryx,Zapier, orPower Automate).
- High proficiency in the Workiva platform, or ability to learn and adapt to similar tools quickly.
- Understanding of data management principles and familiarity with SQL-based database platforms is a plus.
- Excellent presentation, communication, and stakeholder management skills.
- Strong aptitude for troubleshooting technical issues and offering client-centric solutions.
- Demonstrated ability to lead enterprise projects from conception to completion effectively.
- Willingness to work in ahybrid and shifting scheduleand report onsite (Pasig City office) for at least 3 days a week.
- Strategic thinker with a solutions-oriented approach.
- Strong collaboration skills to work effectively across teams and with clients.
- Exceptional organizational and project management capabilities.
- Proactive and adaptable in a fast-paced, evolving environment.
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