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
Customer Success is a key role to ensure Workday's customer happiness and success. In this role, you will be a key player in the supports our customers on their Workday journey. You are an advisor and facilitator to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. You will be responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday offering to our clients in co-operation with our Customer Base team. You will be a part of a phenomenal Services team having control of your own schedule and customer interactions.

About the Role

The Customer Success Manager (CSM) is Workday's bridge between our Professional Services and Production Services teams. 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 user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues.

This role supports our Medium Enterprise customers in the West.

What You Will Be Doing

• Establishing a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, that works to ensure customers are getting value from our products and services.
• Acting as a liaison between product management and the customer with a focus on communicating the Workday innovation 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.
• Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
• Supervising and facilitating the customer's adoption of our solution features and their overall business needs as they relate to our products.
• Using customer relationships as needed for prospect references.

Encouraged Results in 12-24 Months

• Maintaining a deeper knowledge of Workday products and services across each product work-stream
• Self-sufficient management of 20 - 30 Enterprise accounts
• Actively ensure there is a roadmap in place for each of your accounts
• Timely execution of standard customer meetings and reviews for your defined accounts
• Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators.

About You

We are looking for people who have a combination of domain expertise, enterprise implementation project management experience, and customer management at a high level.

Basic Qualifications

• 3+ years of customer facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• 3+ years of functional domain experience with Human Capital Management Software, ERP, Payroll, or Financial Management Software.

Other Qualifications

• Consulting experience either as an internal consultant or with a consulting/software company desired
• Proven track record to collaborate and build strong relationships with customers especially at the executive level
• Previous SaaS consulting experience is strongly preferred
• Project management experience with Human Capital Management, Financial Management, and/or Payroll application system implementation (desired)
• Proven ability to engage across corporate functions (Professional Services, and Product Management)
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Excellent organization, time management, and communication skills
• Solid understanding with at least one of the following business areas: Human Resources, Benefits, Payroll, Financials
• Bachelor's degree or equivalent work experience; Business or Technical degree preferred
• Ability to travel up to 30%

As a federal contractor, Workday is requiring all new hires to verify that they are fully-vaccinated against COVID-19 within 72 hours of beginning employment with Workday, consistent with applicable law. Workday is an equal opportunity employer. Candidates who are not vaccinated due to a sincerely held religious belief, medical reasons, or other legally-protected reason should contact [email protected] to explore what, if any, reasonable accommodations or exemptions Workday is able to offer.

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!