Senior Associate Customer Success Manager
il y a 2 semaines
Do what you love. Love what you do.
At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
About the Team
Customer Success is a key role to ensure Workday’s customer happiness and success. The team are key players in the support of our customers on their Workday journey.
They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer base team.
About the Role
- Customer Success Management (CSM) is Workday’s bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team based approach to keeping customers connected to Workday. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday. They are responsible for overall customer well-being by supervising customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.
- We are looking for people who have the magic combination of domain expertise, enterprise implementation project management experience, and customer leadership skills.
- This role is crafted to provide a level of insight and analytics to the CSM team for them to be better advised of Customer Activity - so that they can take a proactive approach with their Customers. It is also a step into the Customer Success Management team and this role will be a path to a Customer Success Manager role.
- Key Responsibilities to include:
- Data analysis and insight of Customer’s adoption (using Adoption Heat-map etc)-
- Roadmap planning support for the team and Customers-
- Reviewing key events in the customer lifecycle and providing pro-active activities to support the team-
- Building business / value cases for key activities (e.g Tiers of Service)-
- Supporting CSM’s with activities to mitigate downgrade risk (SKU’s purchased and not deployed)-
- Driving key Services initiatives including growing use of Office Hours, Training and Enablement-
- Supporting reference requests and case study planning-
- Involvement with Regional User Groups-
- Supporting Exec Survey and NSC Survey programsAbout You
- Basic Qualifications- 2+ years experience in a customer facing service role (consulting or account management)- Other Qualifications- Proven track record of engaging across corporate functions (Professional Services, and Product Management).-
- Proven ability to collaborate and build positive relationships with customers especially at the Executive level.-
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.-
- Excellent organisation, time management, and communication skills.-
- Service industry experience is a plus.-
- Ability to travel up to 25%-
- Passion for customer successAre you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process
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