Customer Success Manager - Smb - Workday Adaptive Planning

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

Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business

About The Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning. 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.

Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

What you'll be doing

• Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.
• Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer’s 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
• Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer.
• Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.
• Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
• Identifying upsell/add-on opportunities and collaborating with Account Executives
• Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events
• Managing renewals from end-to-end, including negotiating contracts.

Expected results within 6-12 months:

• Manage all aspects of the renewal cycle, executing renewals in a timely fashion and maintaining renewal rate targets
• Self-sufficient management of SMB accounts totaling ~5M in ARR
• Timely execution of standard customer meetings and reviews for your defined accounts
• After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product workstream
• Actively ensure there is a roadmap in place for each of your accounts
• Achieve/exceed annual customer satisfaction targets and other defined Key Performance Indicators (KPIs)

About You

Basic Qualifications

• 3+ years' experience in Customer Success or Sales Development
• 2+ years' experience with pricing principles and sales practices in SaaS selling environments.

Other Qualifications

• Experience working within the EPM/CPM space or with financial ERP applications is a plus.
• Experience working with a high volume of accounts.
• Familiar with change management practices, change communications and process re-engineering.
• Superior interpersonal/customer relations skills; clear and concise verbal and written communicator; effective in person and by phone.
• Self-starter who works independently and proactively.

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.TX.Austin

Primary Location Base Pay Range: $77,000 - $115,500

Additional US Location(s) Base Pay Range: $73,200 - $137,800

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!