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Principal Customer Success Manager

3 months ago

New York, 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
Join our team and experience Workday

Workday Customer Success ensures our customers achieve maximum value from Workday. We provide outstanding experiences across the customer lifecycle by focusing on customer outcomes and improving adoption of our products. Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We are a global organization with teams located across the United States, EMEA and APAC.

About the Role

Global Customer Success (GCS) engages every customer to ensure meaningful value throughout their Workday journey. With our focus on customer growth and innovation, we improve product adoption, increase customer outcomes, and secure renewals in partnership with our account teams. GCS develops customer advocates and champions by delivering exceptional business value. We meet each customer where they are, using our Workday Community, digital capabilities, and AI resources to improve self-serve journeys and deliver personalized success paths.

We continually build an environment for our Workmates that is inclusive, collaborative, engaged and fully empowered to innovate and drive incredible customer success.

Responsibilities:
  • Establishing a trusted advisory relationship that works to ensure customer's overall satisfaction with our products.
  • Developing customized Success Paths that guide customers on their Workday journey.
  • Delivering proactive and ongoing adoption and customer success value engagements at key moments of our customers' journey
  • 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.
  • Prioritizing and driving resolution on customer issues.
  • Driving product adoption by aligning Workday's features and functionality with customers' overall business needs.
  • Creating customer champions and advocates.
Expected results within 3-6 months:
  • A deeper knowledge of Workday products and services.
  • Self-sufficient management of a portfolio of 20-25 customers in the United States.
  • Detailed account plans in place for customer portfolio, including product adoption strategies and the identification of any up-sell opportunities.
  • Established relationships with key executives and other decision makers at each of your customers.
  • Timely execution of customer success engagements
About You

Basic Qualifications
  • Minimum of 8 years in a customer facing services role (customer success, consulting, or account management) that includes issue resolution and management at both the business owner and executive levels.
  • Experience with HCM, Payroll, or Financials.
Other Qualifications
  • Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
  • Consistent track record to collaborate and build positive 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, and communication skills.
  • Previous SaaS customer success / consulting experience is preferred.
  • Bachelor degree or equivalent work experience; Business or Technical degree preferred.
  • Ability to travel up to 30%.


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