Senior Customer Success Manager

Workday; Zurich; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

A prominent enterprise software company is seeking a Customer Success Manager to ensure customer satisfaction and success with Workday's HCM and Financial products. The role involves building relationships, managing communications, and driving customer adoption. Ideal candidates should have extensive experience in ERP or Financials and possess excellent communication skills in English and German. This position allows for flexibility in scheduling and requires some travel.

Qualifications

• Proven experience with Financial Management or ERP.
• 6+ years of project management experience in relevant applications.
• Experience in customer-facing roles, issue resolution, and customer management.

Responsibilities

• Support customers deploying Workday HCM and Financial applications.
• Build trusted advisor relationships with customers.
• Communicate Workday innovation roadmap to customers.
• Craft success plans focused on metrics and potential issues.
• Identify new opportunities in collaboration with sales and services.

Skills

Financial Management

ERP systems

Project management

Customer relationship management

Verbal and written communication

English proficiency

German proficiency

Job description

About The Team

Customer Success is a key role to ensure Workday’s customer happiness and success. The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer base team.

About The Role

The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a 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 personalised 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. You will be a part of an excellent Services team, working across the DACH region, having control of your own schedule and customer interactions.

What you’ll be doing:

• This role will support our customers who have deployed Workday HCM and Financial applications. For this reason we are particularly keen to speak with candidates with ERP and/or Financials experience
• Building a trusted advisor relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
• Being 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.
• Crafting success plans that outline critical success factors, metrics for success, potential issues, and 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 adoption of our solution features and their overall business needs as they relate to our products.
• Improving customer relationships as needed for prospect references.

About You

Basic Qualifications

• Proven experience and functional domain expertise with Financial Management or ERP
• 6+ years of project management experience with Human Capital Management, Financial Management, Planning and/or Payroll application system implementation

Other Qualifications

• Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.
• Experience working as a Customer Success Manager or similar client facing role for a SaaS company
• Consulting experience either as an internal consultant or with a consulting/software company desired
• Proven track record of collaborating and building positive relationships with customers especially at the Executive level and engage across corporate functions (i.e. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Ability to travel up to 35%
• Proficiency in English and German is essential
• Zurich, Munich or Berlin based only

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.

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