Sr Customer Success Manager

Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey. You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday.

Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers. We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business.

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.

Requirements

10+ 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.; 1+ years project management experience with Workday HCM, Payroll, or Financials.

Nice to have

Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.; Experience with State & Local Government customer base and projects; Customer management experience in a complex software or SaaS environment.; 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, data analysis, and communication skills.; Bachelor degree or equivalent work experience; Business or Technical degree preferred.; Ability to travel up to 30%.

Benefits

Eligibility for Workday Bonus Plan or role-specific commission/bonus; Annual refresh stock grants; Comprehensive benefits; Flex Work program with flexible schedule and remote home office opportunities