Customer Success Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Customer Success is a key role to ensure Workday’s customer happiness and success. The team are key players in the support of our customers on their Workday journey.

They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer base team

About the Role

The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. 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 user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the region, having control of your own schedule and customer interactions.

What you’ll be doing:- Building a trusted advisor relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts, that work to ensure customers are getting value from our products and services.- Being a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities.- Crafting success plans that outline their critical success factors, metrics for success, potential issues, and provide recommendations.- Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.- Supervising and facilitating the adoption of our solution features and their overall business needs as they relate to our products.- Improving customer relationships as needed for prospect references.

Encouraged results within 12-24 months:
- After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product workstream- Self-sufficient management of 18-22 enterprise accounts- Actively ensure there is a roadmap in place for each of your accounts- Timely execution of standard customer meetings and reviews for your defined accounts- Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators

About You

Basic Qualifications- Proven experience and functional domain expertise with Financial Management or ERP-
- Qualification in Accounting & Finance

Other Qualifications- Demonstrated experience working with Public Sector (Higher Education & Government) customers is a plus.- Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.- Experience working as a Customer Success Manager or similar client facing role for a SaaS company- Consulting experience either as an internal consultant or with a consulting/software company desired- Consistent track record of collaborating and building positive relationships with customers especially at the Executive level and engage across corporate functions (ie. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.- Ability to travel up to 35%

Our Approach