Principal Customer Success Manager - Large Enterprise

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

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 several 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 Principal Customer Success Manager (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 Principal Customer Success Manager is responsible for overall customer wellbeing by supervising customer health, producing customer programs, providing billable services, and operating as a primary point of contact for customer concerns.

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

• 7+ years in a customer facing services role (consulting and/or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• 7+ years of functional domain expertise with Human Capital Management, Financial Management, Business Intelligence and/or Payroll.

Other Qualifications

• Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.
• Consulting experience either as an internal consultant or with a consulting/software company desired.
• Deployment experience desired.
• Project management experience with Human Capital Management, Financial Management, and/or Payroll application system implementation (desired).
• Proven record of collaborating and building positive relationships with customers; especially at the Executive level. Also, a record of engagement across corporate functions (i.e., Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management).
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Bachelor's degree or equivalent work experience.
• Ability to travel up to 35%.

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.

Workday Pay Transparency Statement - United States

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.

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!