Overview

Position Title: Customer Success Manager

Company: Workday

Location: Hatfield, United Kingdom

Job Description:

The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the UKI region, having control of your own schedule and customer interactions.

Responsibilities: 

  • This role will support our customers who have deployed Workday HCM and Financial applications. For this reason we are particularly keen to speak with candidates with ERP and/or Financials experience
  • Building a trusted advisor relationship across the customer’s organisation, from Executive Sponsors to day-to-day contacts, that work to ensure customers are getting value from our products and services.
  • Being a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities.
  • Crafting success plans that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
  • Supervising and facilitating the adoption of our solution features and their overall business needs as they relate to our products.
  • Improving customer relationships as needed for prospect references.

Reqirements:

  • After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product workstream
  • Self-sufficient management of 18-22 enterprise accounts
  • Actively ensure there is a roadmap in place for each of your accounts
  • Timely execution of standard customer meetings and reviews for your defined accounts
  • Achieve/exceed annual customer happiness targets and other defined Key Performance Indicators

Basic Qualifications

  • Proven experience and functional domain expertise with Financial Management or ERP
  • 3+ Project management experience with Human Capital Management, Financial Management, Planning and/or Payroll application system implementation
  • Fluency in English is essential

About Workday

Workday is a leading provider of enterprise cloud applications for finance, HR, and planning. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world’s largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday.