Senior Customer Success Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Join our team and experience Workday!

It’s fun to work in a company where people truly believe in what they’re doing. At Workday, we’re committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we’re serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

About the Role

Senior Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keeping customers connected to Workday. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by supervising customer health, producing customer programs, providing billable services, and operating as a primary point of contact for customer concerns.

Responsibilities:

• Handling overall responsibility for coordinating the customer relationship.
• Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on raised customer concerns.
• Promoting opportunities for two-way communication.
• Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
• Using customer relationships as needed for prospect references.
• Keeping customers advised of process and procedural changes.

Expected results within 12-24 months:

• A deeper knowledge of Workday products and services.
• Self-sufficient management of a combination of 20-25 customers in the United States.
• Detailed account plans in place for customer portfolio, including product adoption strategies and the identification of any up-sell opportunities.
• Established relationships with key executives and other decision makers at each of your customers.
• Timely execution of standard customer meetings and reviews for your defined accounts.

About You

Basic Qualifications

• Minimum of 5 years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Project management experience with Workday HCM, Payroll, or Financials.

Other Qualifications

• Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
• Proven track record to collaborate and build strong relationships with customers especially at the executive level.
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
• Account management / adoption planning experience preferred.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
• Excellent organization, time management, and communication skills.
• Previous SaaS consulting experience is preferred.
• Bachelor degree or equivalent work experience; Business or Technical degree preferred.
• Ability to travel up to 30%.

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