Strategic Customer Engagement Leader
3 weeks ago
About the Role
As a Managing Partner - Industries Capability Center, you will be responsible for the overall success of a portfolio of deploying and production customers operating from a hub location potentially across multiple industries. You will be orchestrating the development and maintenance of executive relationships, taking accountability for the successful deployment of the Workday solution, positioning additional services into your customer portfolio, ensuring customers consume the components of their subscription, and encouraging an effective reference motion. Portfolios consist of 10 to 12 customers subscribing to our Workday Success Plan offering.
Key Responsibilities
Advocate for assigned customers across Workday
Orchestrate resources to fulfill Workday's obligations
Promote a remarkable experience that smooths future renewals
Collaborate with Sales Executives and Services Executives to position and sell Workday products, deployment risk mitigation services, and post-production offerings
Develop and sustain customer executive relationships
Maintain accurate contact records of customer interactions in CRM software
Collaborate with the extended Sales team to develop and realize an account plan for each assigned customer
Serve on and actively participate in customer steering committee meetings
Provide direction and support to a customer's implementation team especially as it relates to scope, budget, timeline and critical deployment issues
Receive concerns from customer executives and coordinate workmates to resolve the situation
Work with a customer to drive steady adoption of Workday's innovation by matching new features and products to relevant business outcomes.
Drive customer self-sufficiency by ensuring a customer understands how to engage with Workday's Customer Experience organization and use the features of their Success Plan
Engage the appropriate workmates to support account planning and feature adoption strategies
Seek customer stories and champions who will speak with prospective customers
Collaborate with other workmates in the Strategic Engagement practice around the world to advance the tools and techniques that produce a remarkable customer experience
Requirements
2+ years direct experience with Workday as an implementation leader, business function owner, hands-on configuration resource, or workmate
6+ years career experience including deploying modern Finance and HR technology solutions at a project or program manager level
Able to deliver customer presentations
Able to write an internal customer account plan
Able to travel up to 50%
Experience with diplomatic coordination or collaboration with executives
Ability to handle / prioritize multiple customer demands balancing customer satisfaction with revenue and profitability targets
Leadership abilities to motivate and coordinate a matrixed team of individuals at multiple levels within an organization
Willingness to 'roll up one's sleeves' and assist wherever needed
Great teammate who will work across the organization to continue improving the way we stay relevant for our customers
Willing to manifest a little fun for workmates and customers
Excellent Communication, management, organization and mediation skills
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