Director of Customer Success

• Customer Success is a key role to ensure Workday’s customer happiness and success. In this role, you will be a key player in supporting our customers on their Workday journey. CSM’s are advisers and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday
• They are responsible for leading a number of customers, supporting them through regular checkpoints and developing important relationships representing Workday offering to our clients in collaboration with our Customer base team. You are part of a phenomenal Services team, working across the Continental Europe region, having great control of your own schedule and customer interactions
• Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers
• We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday
• Handling overall responsibility for coordinating the customer relationship
• Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Prioritising and driving resolution on raised customer concerns
• Promoting opportunities for two-way communication
• Supervising and facilitating the customer’s adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products
• Using customer relationships as needed for prospect references
• Keeping customers advised of process and procedural changes

Embody strong account leadership skills; comfortable and seasoned in managing customers and providing an exceptional customer experienceProven leadership through accountability, continuous learning, and improvement10+ years as a people manager of Customer Success teamsExperience fostering the growth and development of others, providing timely, direct, and actionable feedbackDemonstrated ability to engage across corporate functions (Sales, Services and Product Management)Ability to travel up to 35%Skilled at building positive relationships with customers, especially at the executive levelExperience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels7+ Customer management experience in a complex software or SaaS environmentAbility to de‑scalate critical customer concerns and manage commercial negotiationsExcellent verbal and written communication skills, including the ability to chair meetings with executive leadershipAbility to coach a team of workmates to be highly effective at customer relationship building and de‑scalationA successful track record of managing multiple priorities and initiatives concurrently, leveraging data as appropriate