Customer Success Manager, Workday
$89.9-141.9k
Enterprise management cloud platform
Posted today
Enterprise management cloud platform
1001+ employees
Posted today
$89.9-141.9k
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
- 3+ years of functional HCM or Financial domain experience
- 3+ years proven experience supporting customer CSM engagements and deliverables
- 3+ years' experience in a customer-facing professional services role (consulting, implementation, project or account management)
- Experience operating at a high level in a Team environment
- Ability to be extraordinarily collaborative with peers
- Experience working with the office of the CFO (Controller, VP of Finance, etc.), or Office of the CHRO preferred
- Previous experience with issue resolution and escalation management at both the business owner and executive levels
- Previous SaaS experience is preferred
- Proven track record to collaborate and build strong relationships with customers, and peers
- Proven ability to engage across corporate functions (Sales, Professional Services and Product Management)
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars
- Excellent organization, time management, and communication skills
What the job involves
- Customer Success is a key role to ensure Workday's customers are getting the most business value from our products and services.
- The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers' adoption path, partnering across Customer Experience and Product management to help customers achieve maximum value from Workday.
- They are responsible for working within a team to handle a territory of customers, supporting them through defined Lifecycle Engagements and internal and external requests Customer Success, and bringing depth to those engagements representing Workday's offering to our clients in cooperation with our Customer base team
- The Customer Success Manager (CSM) plays a critical role in the success and execution of how our customers adopt and derive value from our products at Workday.
- 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 customer experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels.
- As a CSM, you will ensure the maximum value is derived from our products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities, and developing strategic goals and objectives
- Handling overall responsibility for managing the defined customer engagements over their lifecycle
- Establishing a trusted adviser and consultative approach to engagements that works to ensure customer's overall satisfaction and adoption with our products
- 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 business priorities
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Prioritizing and driving resolution on escalated customer issues
- Monitoring and facilitating the customer's adoption of our solution features and functionality while providing Workday with an understanding of their overall business needs as they relate to our products
- Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll
- Work with customer stakeholders, including Executives and Workday teams to identify/resolve all issues that could impact satisfaction
- Ensure the client takes advantage of Workday best practices
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
- 401k plan
- On-site health clinic (Pleasanton office)
Company HQ
Pleasanton, CA
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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