Senior Director of Customer Success, Workday
UKI
Enterprise management cloud platform
Job no longer available
Enterprise management cloud platform
1001+ employees
Job no longer available
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
- Requires deep UKI market and macroeconomic expertise, strong leadership skills, and a proven record of execution
- You have a strategic attitude, strong executive presence, and the ability to orchestrate sophisticated customer engagements in collaboration with Sales, Services and Product
- Proven track record of leading and scaling high-performing customer success teams within a SaaS or technology environment
- 10+ years proven experience working with customers within the UKI region
- 10+ years account management skills in leading customers and providing customer support
- Strategic leader with a deep understanding of customer success principles, methodologies, and standard processes, capable of developing and implementing impactful strategies
- Ability to identify and ameliorate risk across a wide range of customer implementations
- Outstanding leadership, communication, and interpersonal skills, enabling effective collaboration and team building
- Adept at leading and influencing individuals at all levels, with a demonstrated history of successful partnerships with C-suite executives
- Skilled in analysing data and translating it into actionable insights to drive effective decision-making
- Knowledge of Workday products is preferred
- Thrives in dynamic environments, managing change with agility and resilience
What the job involves
- 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
- The Senior Director, Customer Success - UKI is an integral senior leader responsible for driving customer success across the UK and Ireland, contributing to and ensuring the implementation of global customer strategies and initiatives that deliver significant business impact and growth for Workday customers
- This person will lead and develop the UKI Customer Success team, driving regional strategies aligned with Workday's global vision
- Fosters a culture of customer-centricity, operational excellence, and accountability
- Reporting to the Vice President, Customer Success EMEA, the Senior Director plays a critical role in driving Workday adoption and enhancing customer outcomes, ensuring Workday maintains its position as a leader in customer success and value realization in this key region
- Champion the customer success vision for the UKI region, ensuring alignment with the UKI and wider EMEA Sales Organisation, as well as Workday's overall strategic objectives
- Implement a comprehensive customer success strategy for the UKI market, considering regional nuances and customer needs
- Stay informed about market trends, competitive landscape, and regulatory changes within the UKI region to proactively adapt strategies
- Drive accountability and performance through talent management initiatives, including recruitment, onboarding, training, and performance management, to build a high-performing team
- Champion a culture of collaboration, high performance, and continuous development
- Build and maintain positive relationships with key customer influencers including executive sponsors and decision-makers
- Collaborate effectively with Customer Operations, Global Revenue, Product and Technology and Marketing, and other cross-functional teams to ensure a seamless customer experience and drive customer success
- Serve as a trusted advisor to UKI customers, providing strategic mentorship and support to help them achieve their business objectives
- Monitor and analyze key performance indicators to track progress, identify areas for improvement, and drive continuous improvement
- Drive operational diligence and efficiency within the UKI customer success organization, optimising processes and utilising standard methodologies
- Analyse customer health metrics, identify potential churn risks, and implement proactive strategies to mitigate those risks
Salary benchmarks
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
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
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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