Senior Customer Success Manager

1 month ago

Frisco, United States Workday, Inc. Full time

About the Role

Senior Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keeping customers connected to Workday. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by supervising customer health, producing customer programs, providing billable services, and operating as a primary point of contact for customer concerns.

Responsibilities:

Handling overall responsibility for coordinating the customer relationship. Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities. Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. Prioritizing and driving resolution on raised customer concerns. Promoting opportunities for two-way communication. Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products. Using customer relationships as needed for prospect references. Keeping customers advised of process and procedural changes.

Expected results within 12-24 months:

A deeper knowledge of Workday products and services. Self-sufficient management of a combination of 20-25 customers in the United States. Detailed account plans in place for customer portfolio, including product adoption strategies and the identification of any up-sell opportunities. Established relationships with key executives and other decision makers at each of your customers. Timely execution of standard customer meetings and reviews for your defined accounts.

About You

Basic Qualifications

3-5 years in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels. Customer management experience in a complex software or SaaS environment.

Other Qualifications

Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred. Proven track record to collaborate and build strong relationships with customers especially at the executive level. Demonstrated ability to engage across corporate functions (Sales, Services and Product Management). Account management / adoption planning experience preferred. Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars. Excellent organization, time management, and communication skills. Previous SaaS consulting experience is preferred. Bachelor degree or equivalent work experience; Business or Technical degree preferred. Ability to travel up to 30%.


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. Recruiters can share more detail during the hiring process. 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. For more information regarding Workday’s comprehensive benefits, please.

Primary Location: USA.TX.FriscoPrimary Location Base Pay Range: $103,300 USD - $155,000 USDAdditional US Location(s) Base Pay Range: $98,200 USD - $182,000 USD

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