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Account Growth Specialist

2 months ago


San Francisco, California, United States Workday Full time
About the Role

The Senior Customer Success Manager is a key role at Workday, responsible for ensuring customer happiness and success. As a bridge between our Professional Services and Production Services teams, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday.

Key Responsibilities
  • Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
  • Act as a liaison between product management and the customer, focusing on communicating the Workday innovation roadmap and how it will influence customer activities.
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
  • Supervise and facilitate the customer's adoption of our solution features and their overall business needs as they relate to our products.
  • Use customer relationships as needed for prospect references.
Requirements
  • 7+ years in a customer-facing services role (consulting and/or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
  • 7+ years of functional domain expertise with Human Capital Management, Financial Management, Business Intelligence, and/or Payroll.
  • Experience in a customer-facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.
  • Consulting experience either as an internal consultant or with a consulting/software company desired.
  • Deployment experience desired.
  • Project management experience with Human Capital Management, Financial Management, and/or Payroll application system implementation (desired).
  • Proven record of collaborating and building positive relationships with customers; especially at the Executive level. Also, a record of engagement across corporate functions (i.e., Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management).
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
  • Bachelor's degree or equivalent work experience.
  • Ability to travel up to 35%.