Director of Global Customer Success, Workday
Technology & Innovation
$216.6-324.9k
Salary shown is for US candidates. Pay Range in Canada: $180,300 - $270,400 CAD
More information about location
Enterprise management cloud platform
Be an early applicant
Enterprise management cloud platform
1001+ employees
Be an early applicant
$216.6-324.9k
Salary shown is for US candidates. Pay Range in Canada: $180,300 - $270,400 CAD
More information about location
1001+ employees
Company mission
To provide an all-in-one management cloud solution for the rapidly changing business requirements of the modern world.
Role
Who you are
- 8+ years applying critical thinking in a business transformation, digital innovation, analytics, or technology leadership role
- Experience leading an impactful and innovative team in a globally distributed matrix organization
- Expertise in customer success processes and technologies, including workflow automation, customer health metrics, and omni-channel engagement platforms
- Proficiency in reinforcement learning techniques for decision optimization
- Experience in statistical languages such as R or Python for advanced data analysis, and experience with databased querying
- Experience in professional services, management consulting, or other similar environment would be preferred
- Strong commercial mentality to understand strategic business priorities and craft analytical or technical problem statements
- Critical thinking skills and resourcefulness to circumvent constraints in pursuit of innovation
- Consultative approach, including ability to translate business needs into technical requirements
- The successful candidate will be commercially savvy and have the ability to convey insights and translate them into recommendations in the language of the business
- You are a strategic leader with agile experience and a deep understanding of operational efficiency strategies
- At the same time, a strong analytics foundation allows you to guide technical resources on the execution of strategic priorities
- You are always looking for ways to make your team’s role more relevant and less complex and intrinsically understand how to use technology to scale impact
What the job involves
- The Director, GCS Technology & Innovation will lead a small team responsible for integrating and contextualizing data across all customer touchpoints to provide insights that drive the delivery of timely, relevant, and personalized customer experiences
- This role will act as the GCS business lead for enterprise-level technical transformation efforts and align innovation goals with Workday's broader strategic objectives
- You will advocate for data-driven decision making and be a trusted advisor on the application of groundbreaking technologies, including agentive and agentic AI, to improve the efficiency of Customer Success operations and deliver preemptive, proactive, and prescriptive customer engagements
- Harnessing customer intelligence derived from behavioural analytics, the role will develop engagements that are delivered through both human and digital-led channels, ensuring a more tailored and effective experience
- This position works closely with cross-functional leaders to identify, prioritize, and deliver high-impact initiatives that drive business outcomes
- Success is measured by delivering business impact such as increased ACV growth, reduced churn risk, improved operating margins, and enhanced customer satisfaction
- Drive a comprehensive Customer Success data and technology strategy and collaborate with technical teams and SMEs to construct business requirements
- Identify and implement workflow automation technologies that improve CSM efficiency and reduce manual effort
- Develop data assets (e.g usage metrics, risk profiles) that generate prioritized recommendations, promoting self-service and proactive success strategies
- Introduce and scale digital engagement strategies, including omni-channel customer experiences and conversational AI solutions for both internal and customer-facing agents
- Introduce tools, processes, and frameworks that encourage data-driven decision-making and continuous improvement
- Participate in agile product development by providing counsel on business understanding, logical thinking, and statistical techniques
- Develop an innovation mentality within Customer Success and introduce tools and processes that encourage critical thinking
- Periodically assess the innovation portfolio to ensure prioritization of high-impact initiatives aligned with strategic business outcomes
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
Workday has acquired and paired up with many other companies to keep expanding its offering. In 2021, it purchased the employee feedback platform Peakon in response to the growing need for managers to be able to survey workers and collect satisfaction data without face-to-face meetings. The company has also bought and developed many financial tools and HR management tools.
The company’s goal is to provide end-to-end back office services and while there are other providers, such as UKG Pro and Ceridian HCM, Workday’s broad offering helps them to stand out. Though it faced a tough global market in 2023 and has shed some of its headcount, Workday has seen a 6.5% gain in value in the first quarter of 2024. It is now focusing on growth and developing the AI capabilities of its platform. .
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company benefits
- Company equity
- Vision and dental insurance
- Work from home opportunities
- Health insurance
- Virtual primary care
- Flexible time-off policy
- Global mental health resources
- Global dedicated on-site clinical counselors
- Global well-being days
- $25k fertility/family planning benefits
- North Star financial wellness
- Retirement funds and matching
- 401k plan 🇺🇸
- On-site health clinic (Pleasanton office) 🇺🇸
Company values
- Employees - Most fundamentally, people are the core of our business. Without them, we would not have a business. We hire the best and expect great accomplishments
- Customer service - Every investment and decision we make has our customers in mind, and we pull out all stops to make the satisfaction of our customers paramount
- Innovation - We aim for innovation not only in our development organization but also in the way we approach all aspects of our business
- Integrity - We say what we mean, and mean what we say. We stick to our commitments, treat everyone equitably, and communicate openly and honestly
- Fun - We also feel it’s important to have a sense of humor. We like to laugh—it makes our work that much more enjoyable. We also invest in community and company events that help our employees and their families feel a connection to Workday beyond business as usual
- Profitability - Long-term economic success is what helps us provide employees and customers with the best productivity tools, solutions, and services. While important, profitability is not why we exist. Simply put, at Workday we exist to make and provide great products and services
Company HQ
Pleasanton, CA
Articles
Leadership
Aneel Bhusri
(CEO)Worked for Morgan Stanley for 3 years and took a Stanford MBA, before spending almost 6 years at Oracle as SVP. Co-founded Workday in 2005 while working as a Greylock Advisory Partner.
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