Senior Customer Success Manager
4 weeks ago
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 Account Services Mgmt: Provides strategic leadership and direction for the delivery of enterprise-level support and service activities for company products and services. Develops support delivery strategy and related processes, escalation procedures and training. Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/client. Selects, develops and evaluates personnel to ensure the efficient operation of the function. About the Role Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our rapidly growing software company is searching for a Customer Success Manager for our Healthcare and Financial Services customer base. Customer Success Management (CSM) is Workday’s bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keep customers connected to Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues. We are looking for people who have a combination of domain expertise, enterprise implementation project management experience, and customer management at a high level. This position can be filled at the Senior level for a candidate with Senior level experience. Responsibilities: Handling overall responsibility for managing the customer relationship across a portfolio of Healthcare and Financial Services customers. Establishing a trusted advisory relationship that works to ensure customer’s overall satisfaction with our products. 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 escalated customer issues. Promoting opportunities for two-way communication. Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model. Monitoring and facilitating the customer’s adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products. Leveraging customer relationships as needed for prospect references. Keeping customers informed of the process and procedural changes. Become proficient in Workday's Implementation Methodology. Demonstrate competency in the Workday product suite - HCM, Payroll, Financials and Supply Chain for Healthcare. Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction. Ensure the client takes advantage of Workday best practices. Experience implementing Workday, Oracle, SAP, PeopleSoft or similar application. Required Skills / Experience: Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels. Project management experience with HCM, Payroll, Financials and Supply Chain for Healthcare. Proven ability to collaborate and build strong relationships with customers especially at the Executive level. Proven ability to engage across corporate functions (Professional Services, and Product Management). Excellent verbal and written communication skills, including the ability to chair meetings or host webinars. Bachelor degree or equivalent work experience; Business or technical degree preferred. Excellent organization, time management, and communication skills. Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory. Basic Qualifications 7+ years of experience in a role focused on managing customer success. 5+ years experience managing Enterprise Client Relationships. Functional domain experience with Financials. Other Qualifications Functional domain experience with Supply Chain for Healthcare. Bachelor’s degree or equivalent 4 years work experience. Previous consulting experience is strongly preferred. Passion for customer service. Ability to travel up to 35%. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. #J-18808-Ljbffr
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