Senior Client Engagement Manager

2 weeks ago


Frisco, Texas, United States Workday, Inc. Full time

Position Overview

The Global Customer Success (GCS) team at Workday, Inc. is committed to ensuring that every client experiences significant value throughout their engagement with our solutions. Our emphasis on customer development and innovation propels us to enhance product utilization, improve client outcomes, and secure renewals in close partnership with our account teams. We adapt our strategies to meet each client's distinct requirements.

Our dedication to cultivating an inclusive, collaborative, and empowered atmosphere for our team members allows us to innovate and consistently achieve outstanding customer success.

Key Responsibilities:

  • Deliver tailored, high-touch experiences for Workday's most critical accounts, managing complex engagements and providing proactive support at pivotal moments in the customer journey.
  • Serve as a strategic advisor, offering insights into client objectives and driving product utilization by aligning Workday's capabilities with their overarching business goals.
  • Identify and understand Workday's services and offerings to effectively meet client objectives, creating opportunities for upselling.
  • Address a variety of situations requiring data analysis to prioritize and resolve issues efficiently.
  • Act as a conduit between product management and clients, focusing on communicating the Workday Roadmap and its implications for customer activities.
  • Collaborate cross-functionally with account team members to ensure a seamless and optimal customer experience.
  • Foster the development of customer champions and advocates.

Expected Outcomes within 3-6 Months:

  • Attain a comprehensive understanding of Workday's products, services, and offerings.
  • Independently manage a portfolio of 25 clients across the United States.
  • Develop detailed and prioritized account plans, including strategies for product adoption and identification of upsell opportunities.
  • Build and maintain strong relationships with key executives and decision-makers.
  • Ensure timely execution of customer success initiatives.

About You

Basic Qualifications:

  • 5-10 years of experience in a Customer Success role, encompassing customer growth, adoption, and issue resolution at both the business owner and senior leadership levels.
  • Experience managing customer relationships in a complex software or SaaS environment.

Additional Qualifications:

  • Preferred functional domain expertise in Financials, in addition to HCM/Payroll.
  • Proven track record of building positive relationships with customers, including at the executive level.
  • Exceptional verbal and written communication skills, with the ability to lead meetings with executive leadership.
  • Bachelor's degree or equivalent work experience; a degree in Business or Technical fields is preferred.
  • Demonstrated ability to cultivate positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).
  • Willingness to travel up to 30%.

Essential Skills for Success: Conflict resolution, critical thinking, data analysis, executive presence, influencing, active discovery, managing ambiguity, negotiation, problem-solving, product acumen, stakeholder management.



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