Senior Client Engagement Manager

2 weeks ago

Austin, Texas, United States Workday Full time
Your work days are brighter here.

At Workday, our journey began with a conversation that sparked an innovative idea to transform the enterprise software landscape. Central to our success is a culture that prioritizes our people, fostering an environment where happiness, growth, and contribution are paramount. Our team members believe that a thriving, employee-centric culture is essential for achieving business success. We are committed to caring for our employees, communities, and the environment while maintaining profitability. Here, you can express your true self and feel the vibrant energy that makes us unique. If you are inspired to create a brighter workday for everyone and help us evolve during this exciting growth phase, we welcome your authentic self to join us.

About the Team
Join our dynamic team and experience the Workday difference.

As a Customer Success Manager at Workday, you will be instrumental in ensuring our clients extract maximum value from their Workday investments through comprehensive engagement and adoption strategies. We are dedicated to delivering outstanding experiences that support our clients throughout their business journey. By conducting regular reviews, we celebrate achievements and uncover new avenues for success.

Our team comprises individuals with diverse backgrounds and experiences, united in our mission to empower our clients to thrive. We operate on a global scale, covering North America, EMEA, and APAC.

About the Role

The Global Customer Success (GCS) team is committed to engaging every client, ensuring they derive significant value throughout their Workday experience. Our focus on client growth and innovation drives 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 team members enables us to innovate and consistently deliver exceptional customer success.

Responsibilities:
  • Provide high-touch, tailored experiences for Workday's most strategic clients, managing complex engagements and delivering proactive adoption and value strategies at critical points 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 goals.
  • Understand and identify Workday services and offerings that align with client objectives, leading to upsell opportunities.
  • Address a diverse range of situations requiring data analysis to prioritize and drive resolutions.
  • Serve as a liaison between product management and clients, focusing on communicating the Workday Roadmap and its implications for client activities.
  • Collaborate cross-functionally with account team members to create a seamless and optimal client experience.
  • Develop client champions and advocates.
Expected results within 3-6 months:
  • Achieve a proficient understanding of Workday products, services, and offerings.
  • Independently manage a portfolio of 25 clients.
  • Develop detailed and prioritized account plans, including product adoption strategies and identifying upsell opportunities.
  • Establish and manage relationships with key executives and decision-makers.
  • Execute customer success engagements in a timely manner.
About You

Basic Qualifications
  • 5-10 years of experience in a customer-facing role (customer success, consulting, or account management) that includes driving customer growth, adoption, and issue resolution at both the business owner and senior leadership levels.
  • Experience managing clients in a complex software or SaaS environment.
  • Proven ability to build positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).
Other Qualifications
  • Functional expertise in Financials (in addition to HCM/Payroll) is preferred.
  • Demonstrated success in collaborating and building 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%.
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 is proud to be an equal opportunity workplace.

Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process.

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. 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.

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 clients, 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.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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