Senior Client Success Manager

2 weeks ago

Chicago, Illinois, United States Workday Full time
Your work days are brighter here.

At Workday, our journey began with a simple conversation that sparked an innovative idea to transform the enterprise software landscape. As we grew, our unique culture became a defining factor, driven by our commitment to prioritizing our people. The happiness, growth, and contributions of every Workmate are at the heart of our identity. Our Workmates believe that a thriving, employee-centric, and collaborative culture is essential for achieving business success. We are dedicated to caring for our people, communities, and the environment while maintaining profitability. Feel empowered to express your true self; authenticity is celebrated here. Experience the energy and passion that sets us apart. If you are inspired to create a brighter workday for everyone and to join us on our growth journey, bring your best self and thrive with us.

About the Team
As a Customer Success Manager at Workday, you will be instrumental in ensuring our clients extract maximum value from their Workday investments through thorough adoption and value engagements. We are committed to delivering outstanding experiences that support our clients throughout their business journey. By conducting regular reviews, we highlight achievements and uncover new opportunities for success.

Our team is composed of individuals with diverse backgrounds and experiences, all united in our mission to empower our clients to thrive. We operate as a global organization across various regions.

About the Role

The Global Customer Success (GCS) team is focused on engaging every client, ensuring they derive significant value throughout their journey with Workday. Our emphasis on client growth and innovation motivates us to enhance product adoption, improve client outcomes, and secure renewals in close partnership with our account teams. We tailor our approach to meet each client's unique needs.

Our dedication to fostering an inclusive, collaborative, and empowered environment for our Workmates allows us to innovate and consistently drive exceptional client success.

Responsibilities:
  • Deliver high-touch, personalized experiences for Workday's most strategic accounts, managing complex engagements and providing proactive support at key moments in the client journey.
  • Act as a strategic partner, offering insights into client objectives and driving product adoption by aligning Workday's features with their overall business needs.
  • Understand and identify Workday services and offerings, leveraging them to meet client objectives and create upsell opportunities.
  • Analyze diverse situations where data evaluation is necessary to prioritize and drive resolutions.
  • Serve as a liaison between product management and clients, focusing on communicating the Workday Roadmap and its impact on client activities.
  • Collaborate cross-functionally with account team members to ensure a seamless and optimal client experience.
  • Develop customer champions and advocates.
Expected results within 3-6 months:
  • Achieve a proficient understanding of Workday products, services, and offerings.
  • Manage a portfolio of 25 clients independently.
  • Create detailed and prioritized account plans, including product adoption strategies and identification of upsell opportunities.
  • Establish and nurture relationships with key executives and decision-makers.
  • Execute customer success engagements in a timely manner.
About You

Basic Qualifications
  • Professional experience with a Higher Education institution.
  • 5-10 years in a Customer Success role, encompassing customer growth, adoption, and issue resolution at both business owner and senior leadership levels.
  • Experience managing clients in a complex software or SaaS environment.
Other Qualifications
  • Proven ability to build positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).
  • Preferred functional domain expertise with Student Information Systems, in addition to HCM/Payroll and Financials.
  • Consistent track record of fostering positive relationships with clients, including at the executive level.
  • Excellent verbal and written communication skills, with the ability to lead meetings with executive leadership.
  • Bachelor's degree or equivalent work experience; a Business or Technical degree is preferred.
  • Willingness to travel up to 30%.
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 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.

Our Approach to Flexible Work

With Flex Work, we combine the best of both worlds: in-person time and remote work. Our approach enables our teams to deepen connections, maintain a strong community, and perform at their best. We recognize that flexibility can take many forms, so rather than requiring a specific number of in-office days each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our clients, prospects, and partners (depending on role). This allows you to create a flexible schedule that meets your business, team, and personal needs while being intentional about maximizing time spent together. Those in remote roles also have opportunities to gather in our offices for significant 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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