Sr Customer Success Manager

Sr Customer Success Manager at Workday

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Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. We’re obsessed with making hard work pay off for our people, our customers, and the world around us. Our culture is rooted in integrity, empathy, and shared enthusiasm.

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, advising and facilitating customers, partnering with Services and Product management to help customers achieve maximum value from Workday.

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, support the billable areas of the business and act as a partner concern point for customer issues.

• Support our customers who have deployed Workday HCM and Financial applications.
• Build a trusted advisor relationship across the customer's organization.
• Act as a liaison between product management and the customer, communicating the Workday innovation roadmap.
• Craft success plans outlining critical success factors, metrics, potential issues and recommendations.
• Work closely with Professional Services and Sales to identify new opportunities and facilitate transitions following deployments.
• Supervise and facilitate the adoption of our solution features and their overall business needs.
• Improve customer relationships as needed for prospect references.

• Proven experience and functional domain expertise with Financial Management or ERP.
• 6+ years of project management experience with Human Capital Management, Financial Management, Planning and/or Payroll application system implementation.

• Experience in a customer facing services role 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.
• Proven track record of collaborating and building positive relationships with customers especially at the Executive level and engaging across corporate functions.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Ability to travel up to 35%.
• Proficiency in English essential and fluency in Arabic is strongly preferred.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

Not Applicable

Full-time

Other

Software Development