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Senior Customer Success Manager
2 months ago
About the Role
As a Senior Customer Success Manager at Workday, Inc., you will serve as the liaison between our Professional Services and Production Services teams. Your primary responsibility will be to advocate on behalf of our customers and take a team-based approach to keeping them connected to Workday.
Key Responsibilities:
- Coordinate the customer relationship and ensure overall customer satisfaction.
- Act as a liaison between product management and the customer, focusing on communicating the Workday roadmap and its impact on customer activities.
- Develop success plans for customers, outlining critical success factors, metrics for success, potential issues, and recommendations.
- Prioritize and drive resolution on raised customer concerns.
- Promote opportunities for two-way communication and facilitate the customer's adoption of our solution features and functionality.
- Supervise and facilitate the customer's understanding of their overall business needs as they relate to our products.
- Use customer relationships as needed for prospect references.
- Keep customers advised of process and procedural changes.
Expected Results within 12-24 Months:
- Develop a deeper knowledge of Workday products and services.
- Manage a combination of 20-25 customers in the United States, ensuring self-sufficient management.
- Establish detailed account plans for customer portfolios, including product adoption strategies and the identification of up-sell opportunities.
- Establish relationships with key executives and other decision makers at each customer.
- Timely execution of standard customer meetings and reviews for defined accounts.
About You
Basic Qualifications:
- 3-5 years of experience in a Customer Success role, including issue resolution and escalation management at both the business owner and executive levels.
- Customer management experience in a complex software or SaaS environment.
Other Qualifications:
- Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
- Proven track record of collaborating and building strong 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 is preferred.
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and host webinars.
- Excellent organization, time management, and communication skills.
- Previous SaaS consulting experience is preferred.
- Bachelor's degree or equivalent work experience; Business or Technical degree is preferred.
- Ability to travel up to 30%.
