Senior Manager, APAC Customer Success

WORKDAY SINGAPORE PTE. LTD.; Singapore; Sur place; SGD 150 000 - 190 000; Plein temps

Résumé du poste

Workday Singapore Pte. Ltd. is seeking a senior Customer Success Manager to lead a regional team and ensure enterprise-level support for Workday products.

You will coordinate the customer relationship, present the product roadmap, and develop formal success plans with clear metrics. The role requires 8+ years of people management in SaaS, strong executive communication, escalation handling, and collaboration across Sales, Services, and Product Management.

Qualifications

• Demonstrated leadership in customer success or related field.
• Experience managing complex SaaS customer accounts.
• Strong communication with executives and cross-functional teams.

Responsabilités

• Coordinate the customer relationship end-to-end across teams.
• Present Workday roadmap and influence customer activities.
• Develop success plans with critical success factors and metrics.
• Prioritize and drive resolution of customer concerns.
• Promote two-way communication and collaboration.
• Oversee adoption of Workday features aligned to business needs.
• Leverage customer relationships for references.
• Inform customers of process and product changes.

Connaissances

Leadership

Customer relationship mgmt

Executive communication

Escalation management

Formation

Bachelor's degree or equivalent

Description du poste

Customer Success 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 find opportunities for expanded support business. Our CSM team 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 presenting 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.

About You

Basic Qualifications

• 8+ years as a people manager of Customer Success teams
• 5+ years of Customer management experience in a complex software or SaaS environment.

Other Qualifications

• Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
• Proven leadership through accountability, continuous learning, and improvement
• Experience encouraging the growth and development of others, providing timely, direct, and actionable feedback
• Ability to mentor a team of workmates to be highly effective at customer relationship building and de-escalation
• Embody strong account leadership skills; comfortable and seasoned in leading customers and providing an outstanding customer experience
• Skilled at building positive relationships with customers, especially at the executive level
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
• Ability to de-escalate critical customer concerns and lead commercial negotiations
• A successful track record of leading multiple priorities and initiatives concurrently, demonstrating data as appropriate
• Bachelor’s degree or equivalent work experience; Business or Technical degree preferred
• Ability to travel up to 35%