Manager, Customer Success East (Medium Enterprise)

  • Company: Workday
  • Location: New York, New York
  • Posted: November 14, 2017
  • Reference ID: JR-22641
Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description
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 and Financial Management solutions for midsize and Fortune 500 companies.

Our rapidly growing software company is searching for a Manager of Customer Success Management for the East Region (Medium Enterprise). This person would be responsible for managing a group of Customer Success Managers, who work directly with both implementing and production customers to enhance their overall experience with Workday.  This includes ensuring our customers are getting the maximum value from our solution as well as helping them adopt new features and products.

The role's 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 objectives. This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and consulting. The ideal candidate will understand what it takes to deploy enterprise software, be well-versed in cross team coordination, have relationship mapping expertise and have domain expertise in HR/Payroll and/or Financial applications.  The position will report to the Director of Customer Success for the East Region.

Key Responsibilities:
  • Developing, evaluating, and retaining a group of Customer Success Managers
  • Working with the sales organization to ensure that subscription renewal goals are met
  • Positioning and selling service offerings to prospects
  • Establishing a trusted advisor relationship that works to ensure customer satisfaction
  • Acting as a liaison between product management and the customer with a focus on communicating our product roadmap and how it 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 customer's life in production
  • Monitoring and facilitating the customer's adoption of our solution's features and functionality
  • 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
  • Collaborating with other internal organizations to be ensure that company objectives are met
  • Ability to travel

Required Skills / Experience:
  • 10+ years implementation consulting or account management experience with Human Capital Management, Financial Management, or Payroll applications
  • Proven success and vertical familiarity within consulting or software as a service
  • Experience building and managing a consulting or customer success organization
  • Strong management and business skills
  • Proven multi-year track record in closing add-on business
  • Proven ability to develop customer visions for 1-3 year solution roadmaps
  • Possess excellent organization skills with a strong focus on attention to detail
  • Ability to perform in a fast-paced, high-intensity deadline-oriented work environment
  • Excellent communication and presentation skills along with content development skills
  • Proven ability to collaborate and build strong relationships with executives
  • Proven ability to align across corporate functions
  • Excellent verbal and written communication skills
  • Bachelor degree required, at a minimum. MBA, JD or advanced degree is a plus

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