Strategic Customer Engagement Leader

4 weeks ago


Chicago, Illinois, United States Workday Full time
About the Role

As a Managing Partner, 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 typically consist of 10 to 12 Workday Success Plan subscribers.

Success Metrics

Success is measured by customer satisfaction, subscription revenue retention, subscription revenue growth, and contribution to internal practice development.

Key Responsibilities
  1. Advocate for assigned customers across Workday
  2. Orchestrate resources to fulfill Workday's obligations
  3. Promote a remarkable experience that smooths future renewals
  4. Collaborate with Sales Executives and Services Executives to position and sell Workday products, deployment risk mitigation services, and post-production offerings
  5. Develop and sustain customer executive relationships
  6. Maintain accurate contact records of customer interactions in CRM software
  7. Collaborate with the extended Sales team to develop and realize an account plan for each assigned customer
  8. Serve on and actively participate in customer steering committee meetings
  9. Provide direction and support to a customer's implementation team especially as it relates to scope, budget, timeline and critical deployment issues
  10. Receive concerns from customer executives and coordinate workmates to resolve the situation
  11. Work with a customer to drive steady adoption of Workday's innovation by matching new features and products to relevant business outcomes
  12. 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
  13. Engage the appropriate workmates to support account planning and feature adoption strategies
  14. Seek customer stories and champions who will speak with prospective customers
  15. Collaborate with other workmates in the Strategic Engagement practice around the world to advance the tools and techniques that produce a remarkable customer experience


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