Customer Success Manager

2 weeks ago

Denver, United States Workday, Inc. Full time

About the Role

The Global Customer Success (GCS) team is dedicated to engaging every customer, ensuring they derive meaningful value throughout their journey with Workday. Our focus on customer growth and innovation drives us to enhance product adoption, elevate customer outcomes, and secure renewals in close collaboration with our account teams. We meet each customer where they are and tailor our approach to meet their unique needs.

Our commitment to fostering an inclusive, collaborative, and empowered environment for our Workmates enables us to innovate and consistently drive exceptional customer success

Responsibilities:

Focused on high-touch, curated experiences for Workday’s most strategic accounts working on engagements with medium to high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey

Acting as a strategic partner with insights into customer’s objectives and driving product adoption by aligning Workday's features and functionality with customers' overall business needs

Ability to understand and identify Workday services and offerings and how they help meet customer’s objectives leading to upsell opportunities

Works on a diverse scope of situations where data analysis requires evaluation of to prioritize and drive resolution 

Acting as a liaison between product management and the customer with a focus on communicating the Workday Roadmap and how this will influence customer activities.

Collaborating cross functionally with account team members to create a seamless & optimal customer experience

Creating customer champions and advocates

Expected results within 3-6 months:

A working knowledge of Workday products, services and offerings.

Self-sufficient management of a portfolio of 20-25 customers in the United States.

Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.

Manage and establish customer relationships including key executives and decision makers 

Timely execution of customer success engagements.

About You

Basic Qualifications

Minimum of 3-5 years in a customer facing services role (customer success, consulting, or account management) that includes customer growth, adoption and issue resolution at both the business owner and senior leadership levels.

Customer management experience in a complex software or SaaS environment.

Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).


Other Qualifications

Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.

Consistent track record to collaborate and build positive relationships with customers including the executive level.

Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.

Bachelor degree or equivalent work experience; Business or Technical degree preferred.

Ability 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 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.UT.Salt Lake CityPrimary Location Base Pay Range: $88,300 USD - $132,500 USDAdditional US Location(s) Base Pay Range: $84,000 USD - $155,600 USD

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