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Customer Success Manager - Santa Clara, United States - Workday
Description
Your work days are brighter here.At Workday, it all began with a conversation over breakfast.
When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market.
And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable.Feel encouraged to shine, however that manifests:
you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique.
Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About The TeamJoin 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
The Customer Success Manager (CSM) plays a critical role in the success and execution of the Business Planning Unit at Workday.
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.
Responsibilities:
Handling overall responsibility for leading the customer relationship.
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 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 concerns.
Promoting opportunities for two-way communication.
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 advised of process and procedural changes.
Ensure the client takes advantage of Workday standard methodologies.
Skilled at building positive relationships with customers, especially at the executive level
Expected results within 12-24 months:
A deeper knowledge of Workday products and services.
Self-sufficient management of approximately 20-25 Large Enterprise customers in the United States.
Documented account plans in place for each of your customers, including product adoption strategies and the identification of any up-sell opportunities.
Timely execution of standard customer meetings and reviews for your defined accounts.About You
Basic Qualifications:
3+ years of functional HCM or Financial domain experience.
3+ years proven experience supporting customer relationships.
3+ years experience in a customer-facing professional services role (consulting, implementation, project or account management)
Other Qualifications:
Financial background:
experience working with the office of the CFO (Controller, VP of Finance, etc) 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
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's degree or equivalent work experience; Business or Technical degree preferred.
Excellent organization, time management, and communication skills.
Ability to travel up to 50%.
Workday Pay Transparency Statement
The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location.
As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants.
Recruiters can share more detail during the hiring process.Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.
For more information regarding Workday's comprehensive benefits, please click here.Primary Location:
USA.CA.Pleasanton
Primary Location
Base Pay Range:
$103,700 USD - $155,600 USD
Additional US Location(s)
Base Pay Range:
$82,600 USD - $155,600 USD
Our Approach to Flexible Work
With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work.
We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role).
This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together.
Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
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
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