Customer Success Manager

LanceSoft UK; Województwo mazowieckie; On-site; PLN 90,000 - 125,000; Full time

Job summary

LanceSoft UK is seeking a Customer Success Manager with strong German and English language skills to coordinate enterprise-level support for Workday products. You will liaise between Professional Services, Production Services, and customers to ensure quality service and successful adoption of Workday features, while managing executive-level relationships and driving value.

You will plan and oversee customer-related activities, develop success plans with measurable factors, and maintain proactive

Qualifications

• 3+ 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.

Responsibilities

• Coordinate the customer relationship across the organization.
• Act as a liaison between product management and the customer regarding the Workday roadmap and its impact on customer activities.
• Develop success plans for customers outlining critical success factors, metrics, issues, and recommendations.
• Prioritize and drive resolution on raised customer concerns.
• Promote opportunities for two-way communication with customers.
• Facilitate customer adoption of Workday features and functionality and capture business needs for Workday.
• Leverage customer relationships as references when needed.
• Keep customers informed of process and procedural changes.

Skills

German language

English language

Job description

Fluency in German and English is essential

Job Responsibilities

• Customer Success Management (CSM) is Client 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. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday.

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.

Basic Qualifications

• 3+ 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

Other Qualifications

• Functional domain expertise with HCM and/or Financials is preferred.
• 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.