Workday, Inc.
Customer Success Manager
Workday, Inc., Austin, Texas, us, 78716
About the TeamCome join our team and experience Workday! As a Workday Customer Success Manager, you'll play a pivotal role in ensuring our customers realize maximum value from their Workday investments through comprehensive adoption and value engagements. We prioritize delivering exceptional experiences that support our customers throughout their business lifecycle. Through regular reviews, we identify achievements and uncover fresh opportunities for success.About the RoleThe 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.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' journeyActing 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 needsAbility to understand and identify Workday services and offerings and how they help meet customer’s objectives leading to upsell opportunitiesWorks on a diverse scope of situations where data analysis requires evaluation of to prioritize and drive resolutionActing 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 experienceCreating customer champions and advocatesExpected 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 makersTimely execution of customer success engagements.About YouBasic 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
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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' journeyActing 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 needsAbility to understand and identify Workday services and offerings and how they help meet customer’s objectives leading to upsell opportunitiesWorks on a diverse scope of situations where data analysis requires evaluation of to prioritize and drive resolutionActing 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 experienceCreating customer champions and advocatesExpected 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 makersTimely execution of customer success engagements.About YouBasic 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
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