Senior Customer Success Manager, CHRO Specialist

About the position

The Senior Customer Success Manager, CHRO Specialist position is part of our CS Center of Excellence team focused on the Office of the Chief Human Resource Officer (oCHRO). You will collaborate with CSMs who support customers leveraging Workday solutions within our oCHRO platform. This role was created to drive meaningful engagements with business owners to drive a deeper understanding of their specific goals and requirements. This will help increase adoption and maximize the value for customers who have invested in our Workday platform, specifically our HR offerings. As a CHRO Specialist, you will be vital to the market success of Workday's HCM solutions. You will leverage your extensive Customer Success background and HR expertise to help the broader Workday organization achieve successful adoption, value realization, and expansion. Workday CSMs work directly with customers to drive adoption of Workday products. They are responsible for the overall customer well-being by monitoring customer health and ongoing platform adoption. They also serve as partners in resolving customer issues. The CHRO Specialist will have a deep understanding of successful HCM adoptions to help optimize the customer's experience with Workday HR offerings.

Responsibilities

• Build a trusted advisor relationship with Workday CSMs to ensure overall customer satisfaction with the Office of CHRO and strengthen Workday's relationship with this office.
• Help establish strong partnerships within the customer's HR organization and related Business Functions regarding their HCM investment.
• Promote adoption of our HR solution through discussions about the company's business goals and objectives.
• Effectively position/reposition the Workday HCM platform and align our capabilities with the customer's business requirements.
• Assess and optimize customers' adoption of the Workday Office of CHRO platform by identifying deployment gaps and highlighting functionality, features, and capability opportunities.
• Serve as a liaison between the customer and our product development team when necessary.
• Assist in engaging customers for marketing activities such as case studies, reference calls, and participation in Workday customer events specific to the Office of CHRO.
• Act as a thought leader for the CSM organization, identifying trends, challenges, and opportunities for the Office of CHRO customer base.

Requirements

• 5+ years experience in a customer facing role - CS, pre-sales, value realization or functional consulting/deployment - for a HCM solution.
• Experience with SaaS customer lifecycles and aligning challenges or opportunities to product value.

Nice-to-haves

• 1-3 years experience with Office of Human Resources processes across diverse level of customers.
• Skilled at using a CRM system such as Salesforce & Gainsight to summarize customer interactions.
• Comfortable helping customers with business transformation including consistent record of customer advocacy.
• Demonstrate knowledge of our differentiators relative to our competitors and how Office of CHRO interacts with the Workday product suite.
• Skilled at building positive relationships with customers & internal stakeholders, especially at the Executive level.
• Eager & able to collaborate with internal teams to deliver customer satisfaction.
• Excellent verbal and written communication skills, including the ability to chair meetings, host webinars and effectively enable others.

Benefits

• Flexible work schedule
• Dedication to your career happiness and development
• Work-life balance and well-being
• An active commitment to inclusion, belonging and equity