Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our solutions combine the lower cost of ownership of SaaS with a modern approach to applications. Founded by PeopleSoft veterans Dave Duffield and Aneel Bhusri, Workday delivers Human Capital Management, Payroll, Financial Management and Worker Spend Management solutions for midsize and Fortune 500 companies.
Our rapidly growing software company is searching for a Director of Customer Success Management for our Central Region. Our Customer Success Managers are responsible for ensuring our customers receive an outstanding customer experience Our Customer Success Managers work directly with both implementing and production customers to enhance their overall user experience with Workday. They are committed to working with customers throughout the customerâs lifecycle and ensuring theyâre getting maximum value from our solution.
The roleâs primary responsibility is to ensure that each customer has achieved sustainable value from the Workday solution. Accompanying this goal are customer satisfaction, multi-level relationship management, roadmap visioning, and add-on sales. This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and consulting. The ideal candidate will have large account management experience ($1B+ companies), understand what it takes to deploy enterprise software, Â be well-versed in cross team coordination, have relationship mapping expertise, have domain expertise in HR/Payroll and or Financial applications and have a demonstrated experience meeting/exceeding a quota, and experience managing either a professional services or a customer success type organization. The position will report to the Regional Vice President.
Attracting, hiring and retaining a group of Customer Success Managers
Ensuring every customer in their territory renews their subscription with Workday
Positioning and selling Customer Success service offerings to prospects
Handling overall responsibility for managing the customer relationship.
Establishing a trusted advisor relationship that works to ensure customerâs overall satisfaction with our products.
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.
Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments.
Developing programs focused on enhancing the customerâs life in production.
Monitoring and facilitating the customerâs adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
Leveraging customer relationships as needed for prospect references.
Prioritizing and driving resolution on escalated customer issues.
Defining customer strategies for pre-defined territories
Managing executive, mid-level, and project relationships among a diverse set of customers
Closing add-on sales business and managing all aspects of pipeline building, funnel management, deal tracking, negotiation, and closure
Ability to travel extensively
Required Skills / Experience:
Proven success and vertical familiarity within consulting or software as a service is strongly preferred.
Experience building and managing a consulting or customer success type organization.
10+ years implementation consulting experience, preferably experience with Human Capital Management, Financial Management, or Payroll applications
Strong management and business skills required, along with a proven multi-year track record in closing add-on business. Ability to achieve results by effectively communicating with other groups and collating action plans for customers
Proven ability to develop customer visions for 3-5 year solution roadmaps
Possess excellent follow-up skills with great attention to detail
Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
Excellent communication and presentation skills along with content development skills
Training in Miller Heiman Large Account Management Process and/or Strategic/Conceptual Selling a plus
Proven ability to collaborate and build strong relationships with customers especially at the Executive level.
Proven ability to align across corporate functions (Professional Services, and Product Management).
Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
|Location:||Boston, MA |
|Headquarters:||6230 Stoneridge Mall Rd.|
Pleasanton, CA 94588