Principal Customer Success Manager

Workday, Inc.; Vancouver; Hybrid; CAD 120,000 - 182,000; Full time

Job summary

An established industry player is seeking a Principal Customer Success Manager to enhance customer engagement and drive product adoption. This pivotal role involves collaborating with strategic accounts to ensure they achieve maximum value from their investments. You'll leverage your extensive experience in customer management and relationship building to foster growth and retention, while also identifying upsell opportunities. Join a forward-thinking company that values its people and promotes a culture of inclusivity and innovation, where your contributions can make a significant impact on customer success and satisfaction.

Qualifications

• 7+ years in customer-facing roles, especially in large enterprises.
• Proven ability to manage complex relationships effectively.

Responsibilities

• Ensure strategic customers realize value from their Evisort investments.
• Collaborate with customers to set measurable goals and KPIs.

Skills

Customer Management

Relationship Management

Data Analysis

Communication Skills

Organizational Skills

Contract Management

Education

Bachelor's Degree

Job description

Principal Customer Success Manager

Apply remote type Flex locations Canada, BC, Vancouver time type Full Time posted on Posted 2 Days Ago job requisition id JR-0095361

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

The Evisort Customer Success team is dedicated to engaging every customer, ensuring they derive meaningful value throughout their journey with Evisort. Our focus on customer growth and innovation drives us to enhance product adoption, elevate customer outcomes, and secure renewals in close collaboration with our account teams. We meet each customer where they are and tailor our approach to meet their unique needs.

Evisort is a Workday solution that primarily serves legal and procurement stakeholders and allows customers to create cutting-edge AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and manage risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.

Our commitment to fostering an inclusive, collaborative, and empowered environment for our Workmates enables us to innovate and consistently drive exceptional customer success!

About the Role

As a Customer Success Manager at Workday, you'll play a pivotal role in ensuring our most strategic customers realize maximum value from their Evisort investments through comprehensive adoption and value engagements. As their dedicated customer success manager, you will prioritize delivering exceptional experiences that support our customers throughout their business lifecycle. Through regular reviews and engagements, you will ensure your customers realize value and uncover additional adoption opportunities.

Responsibilities:

• Focused on high-touch, curated experiences for Evisort’s most strategic accounts working on engagements with high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey.
• Acting as a strategic partner with insights into customer’s legal and procurement organizational and business objectives and driving product adoption by aligning Evisort’s features and functionality with customers' overall business needs.
• Develop and maintain strategic success plans that align with the customers’ business objectives and/or company goals.
• Collaborate with the customer to set clear, measurable goals and KPI’s that drive mutual success.
• Ability to understand and identify Evisort's services and offerings and how they help meet customer’s objectives leading to upsell opportunities.
• Work on a diverse scope of situations where data analysis requires evaluation to prioritize and drive resolution.
• Prepare and deliver executive briefings and reports for senior leadership, highlighting account achievements, challenges, and strategic opportunities (upsells; renewal strategies).
• Acting as a liaison between product management and the customer with a focus on communicating the Evisort Roadmap and how this will influence customer activities.
• Collaborating cross functionally with account team members to create a seamless & optimal customer experience.
• Creating customer champions and advocates.

About You

Basic Qualifications

• 7+ years in a customer facing services role, consulting, and/or engagement management, with a proven ability to manage relationships in complex organizations, specifically within large enterprises, including Fortune 500 and Global 2000 customers.
• 7+ years experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• 5+ years Contracts Management experience required.
• 5+ years experience in legal, legal operations, commercial contracting, or Contract Lifecycle Management (CLM).
• Bachelor degree or equivalent work experience; Business or Technical degree preferred.

Other Qualifications

• Consistent track record to collaborate and build positive relationships with customers including the executive level.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Highly organized and customer intuitive.
• Ability to travel up to 10%.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: CAN.BC.Vancouver Primary CAN Base Pay Range: $120,700 - $181,100 CAD Additional CAN Location(s) Base Pay Range: $120,700 - $181,100 CAD

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote 'home office' roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.