Customer Success Manager

Description:

Global Customer Success (GCS) engages every customer to ensure meaningful value throughout their Workday journey. With our focus on customer growth and innovation, we improve product adoption, increase customer outcomes, and secure renewals in partnership with our account teams. GCS develops customer advocates and champions by delivering exceptional business value. We meet each customer where they are, using our Workday Community, digital capabilities, and AI resources to improve self-serve journeys and deliver personalized success paths.

We continually build an environment for our Workmates that is inclusive, collaborative, engaged and fully empowered to innovate and drive incredible customer success.

Responsibilities:
 

• Establishing a trusted advisory relationship that works to ensure customer’s overall satisfaction with our products.
• Developing customized Success Paths that guide customers on their Workday journey.
• Delivering proactive and ongoing adoption and customer success value engagements at key moments of our customers' journey.
• 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.
• Prioritizing and driving resolution on customer issues.
• Driving product adoption by aligning Workday's features and functionality with customers' overall business needs.
• Creating customer champions and advocates.
   

Expected results within 3-6 months:
 

• A deeper knowledge of Workday products and services.
• Self-sufficient management of a portfolio 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 customer success engagements.
   

About You

We are considering candidates at the level of Customer Success Manager and the level of Senior Customer Success Manager.

Basic Qualifications

Customer Success Manager:
 

• 3-5 years in a customer facing services role (customer success, consulting, or account management) that includes issue resolution and management at both the business owner and executive levels.
• Project management experience with HCM, Payroll, or Financials.