Senior Customer Success Manager - Large Enterprise

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

Customer Success is a key role to ensure Workday’s customer happiness and success. In this role, you will be a key player in the supports our customers on their Workday journey. You are an advisor and facilitator to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. You will be responsible for handling several customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday offering to our clients in co-operation with our Customer Base team. You will be a part of a phenomenal Services team having control of your own schedule and customer interactions.

About the Role

*Location - At the current time we are only considering candidates located in the following Workday office locations - Atlanta & Boston.

This is a hybrid position 50% in office.

The Senior Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a Senior CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues.

What You Will Be Doing

• Establishing a trusted advisor relationship across the customer’s organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.

• Acting as a liaison between product management and the customer with a focus on communicating the Workday innovation 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.

• Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.

• Supervising and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.

• Using customer relationships as needed for prospect references.

Encouraged Results in 12-24 Months

• Maintaining a deeper knowledge of Workday products and services across each product work-stream

• Self-sufficient management of multiple Large Enterprise accounts

• Actively ensure there is a roadmap in place for each of your accounts.

• Timely execution of standard customer meetings and reviews for your defined accounts

• Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.

About You

***Candidates must meet all of the criteria listed under Basic Qualifications to be considered.

Basic Qualifications

• 7+ years of functional domain expertise with Human Capital Management OR Financial Management Software OR Payroll Software.

• 5+ years in a customer facing professional services role (consulting and/or account management) that includes issue resolution and escalation management at both the business owner and executive levels.

Other Qualifications

• Experience in a customer facing services role (consulting and/or account management) that includes issue resolution a