Senior Customer Success Manager

Join Workday as a Senior Customer Success Manager, where you will play a key role in ensuring our customers achieve maximum value from our solutions. You will be an advisor and facilitator, working closely with your team, Sales, and Services. Your responsibilities will include supporting customers through regular checkpoints, identifying growth opportunities, and coordinating the customer relationship. You will also act as a liaison between product management and the customer, develop success plans, prioritize customer concerns, and promote two-way communication. A minimum of 10 years in a customer-facing services role and 1 year of project management experience with Workday HCM, Payroll, or Financials is required.

• Acting as a liaison between product management and the customer, focusing on communicating the Workday roadmap and its influence on customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Supervising and facilitating the customer's adoption of our solution features and functionality, providing Workday with an understanding of their overall business needs.

• 10+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
• 1+ years project management experience with Workday HCM, Payroll, or Financials
• Excellent organization, time management, data analysis, and communication skills
• Proven track record to collaborate and build strong relationships with customers especially at the executive level
• Account management / adoption planning experience preferred
• Bachelor degree or equivalent work experience; Business or Technical degree preferred
• Ability to travel up to 30%
• Customer management experience in a complex software or SaaS environment
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)