Customer Success Manager

2 weeks ago

San Francisco, United States Workday Full time
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 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 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.

Serving together as a team of experts, you will help identify new growth opportunities for success at every point on our customers' journey.

You will be responsible for working with a number of customers, supporting them through regular checkpoints leveraging our standard engagement model to drive value, adoption and retention. You will be a part of a phenomenal Customer Experience organization having control of your own schedule and customer interactions. About the Role The Customer Success Manager (CSM) plays a critical role in the success and execution of our Workday customers to help them realize the full potential of their investment. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives to support our customers' growth. About You Basic Qualifications
  • 3+ years proven experience supporting customer relationships in a Customer Success role.
  • Experience with a CRM system such as Salesforce & Gainsight or similar to summarize customer interaction.
Other Qualifications
  • Excellent organization, time management, and communication skills.
  • Previous SaaS experience is preferred.
  • Proven track record to collaborate and build strong relationships with customers
  • Proven ability to engage across corporate functions (Sales, Professional Services and Product Management).
  • Proven ability to engage across corporate functions (Sales, Services, and Product Management).
  • Excellent verbal and written communication skills, including the ability to chair meetings with customer & leadership
  • Previous experience with issue resolution and escalation management at both the business owner and executive levels.
  • Bachelor’s degree or equivalent work experience; Business or Technical degree preferred.

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.
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 . 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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process #J-18808-Ljbffr

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