Customer Success Manager (JR-0096415)

at Workday, Inc in Chicago, Illinois, United States

Job Description

About the Team

Customer Success is a key role to ensure Workday’s customers are getting the most business value from our products and services. The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers’ adoption path, partnering across Customer Experience and Product management to help customers achieve maximum value from Workday. They are responsible for working within a team to handle a territory of customers, supporting them through defined Lifecycle Engagements and internal and external requests Customer Success, and bringing depth to those engagements representing Workday’s offering to our clients in cooperation with our Customer base team.

About the Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of how our customers adopt and derive value from our products at Workday. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall customer experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. As a CSM, you will ensure the maximum value is derived from our products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities, and developing strategic goals and objectives.

About You

We are looking for people who have a combination of domain expertise (Human Resources, Accounting, and/or Business Analytics), understanding of enterprise applications, and customer management at a high level.

Responsibilities:

• Handling overall responsibility for managing the defined customer engagements over their lifecycle.

• Establishing a trusted adviser and consultative approach to engagements that works to ensure customer’s overall satisfaction and adoption with our products.

• 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 business priorities.

• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.

• Prioritizing and driving resolution on escalated customer issues.

• Monitoring and facilitating the customer’s adoption of our solution features and functionality while providing Workday with an understanding of their overall business needs as they relate to our products.

• Demonstrate competency in the Workday product suite – Financials, HCM, and Payroll.

• Work with customer stakeholders, including Executives and Workday teams to identify/resolve all issues that could impact satisfaction.

• Ensure the client takes advantage of Workday best practices.

Required Skills / Experience:

Basic Qualifications

• 3+ years of functional HCM or Financial domain experience.

• 3+ years proven experience supporting customer CSM engagements and deliverables.

• 3+ years’ experience in a customer-facing professional services role (consulting, implementation, project or account management)

Other Qualifications

• Experience operating at a high level in a Team environment

• Ability to be extraordinarily collaborative with peers

• Experience working with the office of the CFO (Controller, VP of Finance, etc.), or Office of the CHRO preferred.

• Previous experience with issue resolution and escalation management at both the business owner and executive levels.

• Previous SaaS experience is preferred.

• Proven track record to collaborate and build strong relationships with customers, and peers.

• Proven ability to engage across corporate functions (Sales, Professional Services and Product Management).

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

• Excellent organization, time management, and communication skills.

Critical skills to possess, Data Analysis, Influencing Others, and Critical Thinking

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 click here.

Primary Location: USA.IL.Chicago

Primary Location Base Pay Range: $99,300 USD – $149,000 USD

Additional US Location(s) Base Pay Range: $89,900 USD – $159,700 USD