Customer Success, Customer Lifecycle Specialist

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 Team

Join the team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. Workday is committed to bringing technology and customer centric 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. You'll be joining a close-knit group of workmates that collectively help each other create great experiences for our customers.

About The Role

The role of this Customer Success Manager is as follows:

Strategic Leadership: As a CSM, you provide strategic thought leadership and direction for the delivery of enterprise-level support and service activities for company products and services for the Customer Success team.

Support Delivery Strategy: Develop and implement an adoption strategy that aligns with the company's goals and objectives as it relates to the Customer Success team to support the customer as they begin their Workday experience. This will be focused on deployment and shortly thereafter. This strategy outlines how the team will drive greater adoption and provide the best support to customers aligning the appropriate services and products available to the customer (providing opportunities to the sales team as identified).

Process Development: You design and optimize the Customer Success engagement model/delivery processes to ensure smooth and consistent service to customers. This involves defining standard operating procedures, and workflows that creates efficiencies with customer issue resolution, escalation procedures, and overall product adoption.

Customer concern Procedures: You establish clear escalation procedures to address complex customer issues that require specialized attention. These procedures ensure that customer concerns are raised appropriately and resolved in a timely manner, minimizing customer dissatisfaction, and improving customer success.

Partnership and Liaison: You are a liaison between customers and various internal teams such as technical support, product development, sales, and field service. By fostering collaboration and effective communication, you initiate customer feedback, requirements, and opportunities for improvement that are shared across departments.

Customer Value: You proactively find opportunities to contribute to customers' experience with the company's products or services. This involves understanding customer needs, challenges, and goals to recommend additional features, services, or solutions that can enhance their overall satisfaction and success.

Cost Reduction: You continuously evaluate support delivery operations to identify areas where costs can be reduced, or efficiencies can be improved without compromising the quality of service. This may involve optimizing resource allocation, using technology, or streamlining processes to enhance productivity and reduce expenses.

Monitoring customer health and adoption: You actively supervise and analyze customer health data to gain insights into their overall satisfaction, engagement, and potential risks. By tracking key performance indicators (important metrics) and early warning signals, you can proactively identify areas of improvement or potential issues and take appropriate actions to address them promptly.

Using Data Insights and Tools: You use existing tools and data analytics to gain insights into customer behavior, usage patterns, and performance metrics. By bringing to bear these insights, you can make data-driven decisions, optimize customer success strategies, and improve efficiency and effectiveness in handling customer relationships and driving adoption.

Creating Adoption Plans: You collaborate with cross-functional teams, such as sales, marketing, and product development, to develop adoption plans that drive customer engagement and ensure successful renewals. These plans outline specific actions and achievements to support customers in actively adopting and improving the benefits of the company's products or services.

Note: This is not a sales role

About You

Customer Success Manager (P3)

• Proficient written, verbal and presentation skills when communicating with decision makers at all levels for complex concepts and solutions.
• 3+ years of leveraging basic discovery that leads to identification of adoption & cross selling opportunities.
• 3+ years ERP customer account management providing post implementation customer support ensuring system adoption and effectiveness.
• Able to demonstrate proficient critical thinking, problem solving, and basic negotiating resulting in conflict resolution with supervision.
• 3+ years functional domain expertise in Financial and/or HCM ERP Software is vital.
• Basic ability to work collectively across business functions both internally and externally.
• Highly organized and able to prioritize day to day activities with no supervision.
• Proficient at being highly organized and able to prioritize day to day activities with no supervision.
• 3+ years of experience influencing customer outcomes by engaging SMEs to help apply Workday services and solutions which span 1 or more domains (CHRO, CFO, CIO)

Customer Success Manager (P4)

• Able to demonstrate proficient critical thinking, problem solving, and basic negotiating resulting in conflict resolution with supervision.
• 5+ years functional domain expertise in Financial and/or HCM ERP Software is vital.
• Highly organized and able to prioritize day to day activities with no supervision.
• 5+ years of leveraging basic discovery that leads to identification of adoption & cross selling opportunities.
• Proficient written, verbal and presentation skills when communicating with decision makers at all levels for complex concepts and solutions.
• 5+ years of experience influencing customer outcomes by engaging SMEs to help apply Workday services and solutions which span 1 or more domains (CHRO, CFO, CIO)
• Proficient at being highly organized and able to prioritize day to day activities with no supervision.
• 5+ years ERP customer account management providing post implementation customer support ensuring system adoption and effectiveness.
• Basic ability to work collectively across business functions both internally and externally.

Other Qualifications

• Travel up to 25% to visit customers.
• Proficient written, verbal and presentation skills when communicating with decision makers at all levels for complex concepts and solutions.
• Able to demonstrate proficient critical thinking, problem solving, and basic negotiating resulting in conflict resolution with supervision.
• Highly organized and able to prioritize day to day activities with no supervision.
• Leading internal and external team members focused on customer satisfaction and retention.
• Proficient at being highly organized and able to prioritize day to day activities with no supervision.
• Basic ability to work collectively across business functions both internally and externally.
• Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management)
• Strong ability to create account plans that are tailored to a customer's unique goals and situation.
• Skilled at building positive relationships with customers, especially at the Executive level
• Bachelor's degree preferred.
• Experience in driving customer adoption, usage, and value realization
• Excellent verbal and written communication skills, including the ability to chair meetings and host webinars.

Workday Pay Transparency Statement - United States

The annualized base salary ranges for the primary location and any additional locations in the United States (US) 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.GA.Atlanta

Primary Location Base Pay Range: $87,000 - $130,400

Additional US Location(s) Base Pay Range: $82,600 - $155,600

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!