Customer Success Manager
7 days ago
About the Role
The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the UKI region, having control of your own schedule and customer interactions.
What you’ll be doing:
This role will support our customers who have deployed Workday HCM and Financial applications. For this reason we are particularly keen to speak with candidates with ERP and/or Financials experience
Building a trusted advisor relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts, that work to ensure customers are getting value from our products and services.
Being 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.
Crafting success plans that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
Supervising and facilitating the adoption of our solution features and their overall business needs as they relate to our products.
Improving customer relationships as needed for prospect references.
About You
Basic QualificationsProven experience and functional domain expertise with Financial Management or ERP
6+ Project management experience with Human Capital Management, Financial Management, Planning and/or Payroll application system implementation
Proven experience managing customers in the retail, manufacturing and/or financial services industry
Other Qualifications
Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.
Project management or business consultancy experience
Experience working as a Customer Success Manager or similar client facing role for a SaaS company
Consulting experience either as an internal consultant or with a consulting/software company desired
Proven track record of collaborating and building positive 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)
Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
Ability to travel up to 35%
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
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