Senior Customer Success Manager

Workday•Austin, TX

6h•Hybrid

About The Position

Come join our team and experience Workday! The Global Customer Success (GCS) team is dedicated to engaging every customer, ensuring they derive meaningful value throughout their journey with Workday. Our focus on customer growth and innovation drives us to enhance product adoption, elevate customer outcomes, and secure renewals in close collaboration with our account teams. We meet each customer where they are and tailor our approach to meet their unique needs. Our commitment to fostering an inclusive, collaborative, and empowered environment for our Workmates enables us to innovate and consistently drive exceptional customer success! As a Workday Senior Customer Success Manager on the Central South team, you'll play a pivotal role in ensuring our most strategic customers realize maximum value from their Workday investments through comprehensive adoption and value engagements. As their dedicated Customer Success Manager, you will prioritize delivering exceptional experiences that support our customers throughout their business lifecycle. Through regular reviews and engagements, you will ensure your customers realize value and uncover adoption opportunities.

Requirements

5-10 years in Customer Success, with a proven ability to manage relationships in complex organizations, specifically within large enterprises, including Fortune 500 and Global 2000 customers.
3-5 years experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
A proficient knowledge of Workday products, services and offerings.
Self-sufficient management of a portfolio of 25 customers in the United States.
Consistent track record to collaborate and build positive relationships with customers including the executive level.
Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.
Bachelor degree or equivalent work experience; Business or Technical degree preferred.
Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
Ability to travel up to 30%

Nice To Haves

Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.

Responsibilities

Focused on high-touch, curated experiences for Workday’s most strategic accounts working on engagements with high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey
Acting as a strategic partner with insights into customer’s objectives and driving product adoption by aligning Workday's features and functionality with customers' overall business needs
Ability to understand and identify Workday services and offerings and how they help meet customer’s objectives leading to upsell opportunities
Works on a diverse scope of situations where data analysis requires evaluation of to prioritize and drive resolution
Acting as a liaison between product management and the customer with a focus on communicating the Workday Roadmap and how this will influence customer activities
Collaborating cross functionally with account team members to create a seamless & optimal customer experience.
Creating customer champions and advocates
Detailed & prioritized account plan development, including product adoption strategies and the identification of any upsell opportunities.
Manage and establish customer relationships including key executives and decision makers
Timely execution of customer success engagements.