Customer Success Manager, Federal Government

Workday•McLean, VA

1d•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 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. Serving together as a team of experts, you will help identify new growth opportunities for success at every point on our customers' journey. You will be responsible for working with a number of Federal Government customers, supporting them through regular checkpoints leveraging our standard engagement model to drive value, adoption and retention. You will be a part of a phenomenal Customer Experience organization having control of your own schedule and customer interactions. The Customer Success Manager (CSM) plays a critical role in the success and execution of our Workday Federal Government customers to help them realize the full potential of their investment. As a CSM, you will advocate on behalf of Workday these customers and take a team-based approach in helping them to succeed. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. 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 to support our customers' growth.

Requirements

Customer Success Manager (P3) 3+ years’ experience in a Customer Success or Account Management role in a Cloud SaaS/ ERP technology environment
3+ years’ experience with a CRM system such as Salesforce & Gainsight (or similar) to summarize customer interaction.
Experience (3+ years) in having supported the Federal and/or State & Local Government (or similar ) customer base.
Sr Associate Customer Success Manager (P2) 1+ years’ experience in a Customer Success or Account Management role in a Cloud SaaS/ ERP technology environment
1+ years’ experience with a CRM system such as Salesforce & Gainsight (or similar) to summarize customer interaction.
Experience (1+ years) in having supported the Federal and/or State & Local Government (or similar ) customer base.
Excellent organization, time management, and communication skills.
Proven track record to collaborate and build strong relationships with customers
Proven ability to engage across corporate functions (Sales, Professional Services and Product Management).
Proven ability to engage across corporate functions (Sales, Services, and Product Management).
Exemplary verbal and written communication skills, including the ability to chair meetings with customer & leadership
Previous experience with issue resolution and escalation management at both the business owner and executive levels.
Excellent customer interaction skills, with a focus on effective communication, problem-solving, and relationship building to enhance customer satisfaction, retention, and drive sales.
Comprehensive product knowledge, including a thorough understanding of product features, benefits, applications, and market positioning.
Strong influencing skills, including persuasive communication and the ability to drive consensus and effectively collaborate with stakeholders.
Demonstrated negotiation skills, with the ability to effectively communicate, find common ground, and reach mutually beneficial agreements in various situations.
Bachelor’s degree or equivalent work experience.
Ability to travel up to 25%.