Senior Customer Success Manager, Workday
CHRO Specialist
$112.3-199.6k
More information about location
Enterprise management cloud platform
Job no longer available
Enterprise management cloud platform
1001+ employees
Job no longer available
$112.3-199.6k
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
- We are looking for individuals who are passionate about delighting our customers throughout their Workday journey!
- 5+ years experience in a customer facing role - CS, pre-sales, value realization or functional consulting/deployment - for a HCM solution
- Experience with SaaS customer lifecycles and aligning challenges or opportunities to product value
- 1-3 years experience with Office of Human Resources processes across diverse level of customers (Workday or similar HCM Platform)
- Skilled at using a CRM system such as Salesforce & Gainsight to summarize customer interactions
- Comfortable helping customers with business transformation including consistent record of customer advocacy and ability to rapidly establish credibility as a trusted advisor
- Demonstrate knowledge of our differentiators relative to our competitors and how Office of CHRO interacts with the Workday product suite – HCM, Payroll, Learning, Recruiting, Reporting & Analytics, Workforce Planning, etc
- Skilled at building positive relationships with customers & internal stakeholders, especially at the Executive level
- Eager & able to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, Product Marketing and Product Management)
- Excellent verbal and written communication skills, including the ability to chair meetings, host webinars and effectively enable others with your knowledge and expertise
- Travel up to 35% to visit customers and/or attend internal meetings
What the job involves
- The Workday Customer Success team is driven by excitement for our products and a desire to help our customers have an outstanding experience with our cloud solutions
- We’re a group of hard-working professionals, with a diverse mix of experience and backgrounds, located across the United States, EMEA and APAC
- This new Customer Success Manager, CHRO Specialist position is part of our CS Center of Excellence team focused on the Office of the Chief Human Resource Officer (oCHRO)
- You will collaborate with CSMs who support customers leveraging Workday solutions within our oCHRO platform
- This role was created to drive meaningful engagements with business owners to drive a deeper understanding of their specific goals and requirements
- This will help increase adoption and maximize the value for customers who have invested in our Workday platform, specifically our HR offerings
- As a CHRO Specialist, you will be vital to the market success of Workday's HCM solutions
- You will leverage your extensive Customer Success background and HR expertise to help the broader Workday organization achieve successful adoption, value realization, and expansion
- Workday CSMs work directly with customers to drive adoption of Workday products. They are responsible for the overall customer well-being by monitoring customer health and ongoing platform adoption
- They also serve as partners in resolving customer issues. The CHRO Specialist will have a deep understanding of successful HCM adoptions to help optimize the customer’s experience with Workday HR offerings
- Build a trusted advisor relationship with Workday CSMs to ensure overall customer satisfaction with the Office of CHRO and strengthen Workday’s relationship with this office
- Help establish strong partnerships within the customer’s HR organization and related Business Functions (e.g., Executive Sponsors/main contacts) regarding their HCM investment
- Promote adoption of our HR solution through discussions about the company's business goals and objectives
- Effectively position/reposition the Workday HCM platform and align our capabilities with the customer’s business requirements. This may involve documenting customer use cases and developing success plans (potentially with the Value Management team) to help customers increase the value of their investment
- Assess and optimize customers’ adoption of the Workday Office of CHRO platform by identifying deployment gaps and highlighting functionality, features, and capability opportunities
- Serve as a liaison between the customer and our product development team when necessary, including presenting the Workday innovation roadmap for the Office of CHRO and its benefits to the customer
- Assist in engaging customers for marketing activities such as case studies, reference calls, and participation in Workday customer events specific to the Office of CHRO
- Act as a thought leader for the CSM organization, identifying trends, challenges, and opportunities for the Office of CHRO customer base and providing guidance on customer impact and needs
- Expected Results Within 3-6 Months:
- Following initial training/onboarding, you will collaborate with the WD CSM to achieve high customer satisfaction related to their deployment and use of Workday Solutions such as Talent Optimization, Employee Engagement, Workforce Planning, and Reporting & Analytics
- You will participate in standard customer engagements and other prescriptive interactions led by the WD CSM, including business reviews, post-go-live meetings, and customer journey discussions
- You will achieve/exceed target NPS response rates (in the next applicable NPS round) and other defined CS success metrics, including adoption and renewals
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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