Senior Customer Success Manager

Workday, Inc.; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Workday, Inc. seeks a seasoned Customer Success Manager to guide customers through the Workday Adaptive Planning journey. You will partner with Sales, Services, and Product to maximize value, drive adoption, and support retention across a defined customer set.

You will manage executive relationships, develop success plans, and coordinate across teams to resolve issues and promote ongoing value realization for complex SaaS deployments.

Qualifications

• 10+ years in a customer-facing services role with issue resolution and escalation at executive levels.
• 1+ year project management experience with Workday HCM, Payroll, or Financials.
• Strong organization, time management, data analysis, and communication skills.
• Proven ability to collaborate and build relationships with customers, especially at the executive level.

Responsibilities

• Advise and facilitate customers through their Workday Adaptive Planning journey.
• Collaborate with Sales, Services, and Product to drive value and adoption.
• Develop success plans with critical success factors, metrics for success, risks and recommendations.
• Lead escalations and coordinate cross-functional teams to ensure customer satisfaction.

Skills

Customer relationship management

Executive-level engagement

Cross-functional collaboration

Project management

Communication skills

Education

Bachelor's degree or equivalent

Job description

• 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
• You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers’ journey
• You will be a part of the Planning Business unit CSM team, working closely across pre-sales, services & product to drive a top notch Planning experience for customers
• 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
• Our Customer Success Managers work directly with customers to improve their overall user experience with Workday
• 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 levels1+ years project management experience with Workday HCM, Payroll, or FinancialsExcellent organization, time management, data analysis, and communication skillsProven track record to collaborate and build strong relationships with customers especially at the executive levelAccount management / adoption planning experience preferredBachelor degree or equivalent work experience; Business or Technical degree preferredAbility to travel up to 30%Customer management experience in a complex software or SaaS environmentExcellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinarsDemonstrated ability to engage across corporate functions (Sales, Services and Product Management)