Customer Success Manager

5 days 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
Come join our team and experience Workday + HiredScore As a Workday + HiredScore Customer Success Manager, you'll play a pivotal role in ensuring our customers realize maximum value from their Workday + HiredScore investments through comprehensive adoption and value engagements. We prioritize delivering exceptional experiences that support our customers throughout their business lifecycle. Through regular reviews, we identify achievements and uncover fresh opportunities for success. Our team has diverse backgrounds and experiences, all unified in our mission to empower our customers to succeed. We are a global organization spanning North America, EMEA, and APAC.

About the Role

The Global Customer Success (GCS) team is dedicated to engaging every customer, ensuring they derive meaningful value throughout their journey with Workday + HiredScore. Our focus on customer growth and innovation drives us to enhance product adoption, elevate customer outcomes, and secure renewals in close collaboration with our account teams. We meet each customer where they are and tailor our approach to meet their unique needs.

Our commitment to fostering an inclusive, collaborative, and empowered environment for our Workmates enables us to innovate and consistently drive exceptional customer success

Responsibilities:
  • Focused on scalable experiences for Workday + HiredScores accounts working on engagements with medium to high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey
  • Acting as a strategic partner with insights into customer's objectives and driving product adoption by aligning Workday's features and functionality with customers' overall business needs
  • Ability to understand and identify Workday + HiredScores services and offerings and how they help meet customer's objectives leading to upsell opportunities
  • Works on a diverse scope of situations where data analysis requires evaluation to prioritize and drive resolution
  • Acting as a liaison between product management and the customer with a focus on communicating the Workday + HiredScore Roadmap and how this will influence customer activities.
  • Collaborating cross functionally with internal account team members to create a seamless & optimal customer experience
  • Creating customer champions and advocates
Expected results within 3-6 months:
  • A working knowledge of Workday + HiredScores products, services and offerings.
  • Self-sufficient management of a portfolio of 20-25 customers in the United States.
  • Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
  • Manage and establish customer relationships including key executives and decision makers.
  • Timely execution of customer success engagements.
About You

Basic Qualifications
  • Minimum of 3-5 years of experience in a customer facing services role (customer success, consulting, or account management) that includes customer growth, adoption and issue resolution at both the business owner and senior leadership levels.
  • 3-5 years of experience driving successful outcomes for enterprise customers in the HR Tech or Talent Acquisition space.
  • 3-5 years customer management experience in a complex software or SaaS environment
Other Qualifications
  • Talent Acquisition/HR background and experience
  • Consistent track record to collaborate and build positive relationships with customers including the executive level.
  • Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.
  • Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
  • Bachelor degree or equivalent work experience; Business or Technical degree preferred.
  • Ability to travel up to 30%.


Critical skills essential to the role: Conflict resolution, critical thinking, data analysis, executive presence, influencing, active discovery, managing ambiguity, negotiation, problem-solving, product acumen, stakeholder management

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.

Primary Location: USA.NY.New York City

Primary Location Base Pay Range: $103,700 USD - $155,600 USD

Additional US Location(s) Base Pay Range: $84,000 USD - $155,600 USD

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.

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

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