Director, Services Financials Workday, Inc.
THIS JOB HAS EXPIRED 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.
Customer Success Management (CSM) is Workdayâs bridge 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 enhance their overall user experience with Workday.
The Financial Management solution is new and growing rapidly, therefore Workday is investing in a national delivery practice to grow the delivery ecosystem and ensure our Financial Management customers are successful in their initial deployment and realize business value from the solution on an ongoing basis.Â As part of this Financials Practice we are will incubate customer success practices.Â The Customer Success Director is responsible for overall customer well being by monitoring customer health, producing customer programs, and acting as an escalation point for customer issues.Â The director will play a key role in defining services that ensure Financial Management customers continue to realize business value from the Workday solution post go-live.
We are looking for an individual who has the magic combination of financials domain expertise, enterprise financials implementation project management experience, customer relationship management at a high level, team leadership qualities necessary to guide a team of resources who may or may not have direct reporting relationships.
*Â Â Â Â Handling overall responsibility for managing the Financial Management customer relationship
*Â Â Â Â Establishing a trusted adviser relationship that works to ensure customerâs overall satisfaction with our products
*Â Â Â Â Work with the regions to leverage CSMs who have the skills to carry out the necessary duties to support our Financial Management customers
*Â Â Â Â Work with the Services Strategy group to develop service packages necessary to ensure success of our customers post go-live
*Â Â Â Â Act as the liaison for partner primed engagements; this includes, but not limited to, understanding the health of the engagement, assessing risk areas and proposing countermeasures, and âcoachingâ the partner
*Â Â Â Â 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
*Â Â Â Â Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
*Â Â Â Â Prioritizing and driving resolution on escalated customer issues
*Â Â Â Â Promoting opportunities for two-way communication
*Â Â Â Â Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model
*Â Â Â Â 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
*Â Â Â Â Leveraging customer relationships as needed for prospect references
*Â Â Â Â Keeping customers informed of process and procedural changes
*Â Â Â Â Become proficient in Workday's Implementation Methodology
*Â Â Â Â Demonstrate competency in the Workday Financial Management solution
*Â Â Â Â Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction
*Â Â Â Â Ensure the client takes advantage of Workday best practices
*Â Â Â Â Developing programs focused on enhancing the customerâs life in production
Required Skills / Experience
*Â Â Â Â 10+ years experience consulting and project managing financial implementations for larger, more complex organizations
*Â Â Â Â Passion for customer service
*Â Â Â Â Functional domain expertise with Financial Management applications
*Â Â Â Â Proven success and vertical familiarity within consulting or software as a service is strongly preferred
*Â Â Â Â 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
*Â Â Â Â Proven ability to develop customer visions for 3-5 year solution roadmaps
*Â Â Â Â Possess excellent follow-up skills with great attention to detail
*Â Â Â Â Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
*Â Â Â Â Excellent verbal/written communication, presentation skills along with content development skills and ability to chair meetings or host webinars
*Â Â Â Â Proven ability to align across corporate functions (Professional Services, and Product Management); ability to lead in a matrix organization
*Â Â Â Â Ability to think strategically and capacity to develop a detail business plan
*Â Â Â Â Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
*Â Â Â Â Training in Miller Heiman Large Account Management Process and/or Strategic/Conceptual Selling a plus
*Â Â Â Â Experience implementing Workday, Oracle, SAP, PeopleSoft or similar applications
*Â Â Â Â Service industry experience is a plus
*Â Â Â Â Ability to travel up to 50%
*Â Â Â Â Bachelor degree required, at a minimum. MBA, JD or advanced degree is a plus
||Washington, DC |
|Employment Type:||Full Time|
THIS JOB HAS EXPIRED
The Workday experience is the combination of everything that's unique about Workday: our culture, our core values, our company meetings, our Development "Show and Tell" happy hours, our soccer team, our recognition programs, but most importantly it's our people. It's everything that makes us different from your average employer, and everything that makes Workday a great place to spend a work day.
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|Headquarters:||6230 Stoneridge Mall Rd.|
Pleasanton, CA 94588
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