Customer Success and Product Support Specialist

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:1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

Reporting Line:

• Reports to the Workiva Solutions Manager within Labrador’s Client Delivery Department.

Requirements

Education

• Bachelor’s degree in Business, Technology, Data Analytics, or related fields;

• Certifications in Workiva platform (or equivalent) preferred.

Experience

• 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 like Google Workspace, Microsoft 365, SAP, Tableau, or

other collaborative and reporting tools used for enterprise operations, compliance, or reporting.

• Familiarity with systems such as IBM Cognos, BlackLine, Hyperion, or OneStream for financial

consolidation, planning, or reporting is advantageous.

• Strong technical expertise with integration, automation tools, or workflow optimization platforms

(e.g., Alteryx, Zapier, or Power Automate).

Technical Skills

• 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.

Skills and Attributes

• 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 a hybrid and shifting schedule and report onsite (Pasig City office) for at least

3 days a week.

Key Competencies:

• 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.