Customer Success Manager

Workday•Boston, MA

1d•$90,300 - $160,400•Hybrid

About The Position

Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey. You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday. You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers' journey. You will be a part of the Planning Business unit CSM team, working closely across pre-sales, services & product to drive a top notch Planning experience for customers. The Customer Success Manager (CSM) plays a critical role in the success and execution of our Workday Planning customers to help them realize the full potential of their investment. As a CSM, you will advocate on behalf of Workday customers to help customers succeed. The major focus of the role is to 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 to support our customers' growth.

Requirements

8+ years experience in a Customer Success or Account Management role preferably in a SaaS or technology environment
Experience with a CRM system such as Salesforce & Gainsight or similar to summarize customer interaction.
Excellent organization, time management & critical thinking skills.
Demonstrate a strong understanding of the FP&A processes across a diverse level of customers
Skilled at building strong relationships with customers & internal stakeholders, especially at the Executive level
Eager & able to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, Product Marketing and Product Management)
Excellent verbal and written communication skills, including the ability to chair meetings with customer & leadership
Comfortable helping customers with business transformation including consistent record of customer advocacy and ability to rapidly establish credibility as a trusted advisor.

Responsibilities

Working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention.
Identifying new growth opportunities for success at every point on our customers' journey.
Advocating on behalf of Workday customers to help customers succeed.
Ensuring 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 to support our customers' growth.