Customer Success Manager

Workday • Salt Lake City, UT

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 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 Workday’s Planning Business unit CSM team, working closely across Sales, Services, and Product teams to drive a top notch Planning experience for customers.

The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning. 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. Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

Requirements

• 3+ years of experience as a CSM supporting a SaaS solution
• 2 + years of experience with change management practices, change communications and process re-engineering
• 2 + years of experience using a CRM such as Salesforce and a customer success tool like Gainsight
• 2 + years Proven account management/strategic planning experience
• 3 + years of Proven ability to collaborate and build strong 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)
• Bachelor’s degree or equivalent work experience

Nice To Haves

• Executive Presence & High-Level Communication: Demonstrated executive presence and excellent verbal/written communication skills used to chair meetings, host webinars, and establish "Trusted Advisor" relationships with Executive Sponsors.
• Influencing Skills & Revenue Management: Proven track record of overachieving goals and sales targets by leveraging influencing skills to manage renewals end-to-end, negotiate contracts, and identify upsell opportunities.
• Critical Thinking & Pricing Strategy: Applied critical thinking to pricing principles and SaaS sales practices to ensure the solution value exceeds customer expectations while maintaining revenue streams.
• Managing Ambiguity in Complex Environments: Experience managing ambiguity within the EPM/CPM or financial ERP space, particularly when navigating organizational changes or developing success plans for enterprise accounts.
• Strategic Customer Interactions: Expert at facilitating multifaceted customer interactions, acting as a strategic liaison between product management and the customer to drive adoption and communicate innovation roadmaps.

Responsibilities

• Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer’s are getting value from our products and services.
• Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.
• Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
• Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.
• Acting as 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.
• Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events.
• Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer.
• Managing renewals from end-to-end, including negotiating contracts.
• Identifying upsell/add-on opportunities and collaborating with Account Executives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees