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
Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

About the Role

Customer Success Management (CSM) is Workday's liaison 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. The Customer Success Manager is responsible for overall customer wellbeing by supervising customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.

Position is located in Western United States. This position can be filled at a Senior level depending upon skills and experience of the selected candidate.

Responsibilities:

• Handling overall responsibility for managing the customer relationship.
• Establishing a trusted adviser relationship that works to ensure customer's overall satisfaction with our products.
• Acting as a liaison between product management and the customer with a focus on presenting the Workday roadmap and how the roadmap will influence customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on raised customer issues.
• Promoting opportunities for two-way communication.
• Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model.
• Monitoring and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
• Improving customer relationships as needed for prospect references.
• Keeping customers informed of process and procedural changes.
• Become proficient in Workday's Implementation Methodology.
• Show strength in the Workday product suite - HCM, FINs, or Payroll
• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.
• Ensure the client takes advantage of Workday standard methodologies.
• Experience implementing Workday, Oracle, SAP, PeopleSoft or similar application.

About You

Basic Qualifications

• Minimum of 3+ years proven experience leading customer relationships is required.
• Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Project management experience with HCM, Payroll, or Financials.

Other Qualifications

• Previous SaaS consulting experience is preferred.

• Functional domain expertise with Financials (in addition to HCM/Payroll) is strongly preferred.
• Proven track record to collaborate and build strong relationships with customers especially at the Executive level.
• Proven ability to engage across corporate functions (Professional Services and Product Management).
• Proven ability to engage across corporate functions (Sales, Services, and Product Management).
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
• Bachelor degree or equivalent work experience; Business or Technical degree preferred.
• Excellent organization, time management, and communication skills.
• Ability to travel up to 30%.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!