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Sr Customer Success Manager
2 months 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, driven by our value of putting our people first. The happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is essential for success. 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 As a Workday Customer Success Manager, you'll play a pivotal role in ensuring our customers realize maximum value from their Workday 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. 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 high-touch, curated experiences for Workday’s most strategic accounts working on engagements with 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 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 Roadmap and how this will influence customer activities.
Collaborating cross-functionally with account team members to create a seamless & optimal customer experience.
Creating customer champions and advocates.
Expected results within 3-6 months:
A proficient knowledge of Workday products, services, and offerings.
Self-sufficient management of a portfolio of 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
Professional experience with a Higher Education institution.
Minimum of 5-10 years in a customer success role, that includes customer growth, adoption, and issue resolution at both the business owner and senior leadership levels.
Customer management experience in a complex software or SaaS environment.
Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services, and Product Management).
Other Qualifications
Functional domain expertise with Student Information Systems (in addition to HCM/Payroll and Financials) is preferred.
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.
Bachelor degree or equivalent work experience; Business or Technical degree preferred.
Ability to travel up to 30%.
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