About the Team
Workday Customer Success ensures that our customers achieve maximum value from Workday. We provide outstanding experiences across the lifecycle by focusing on customer outcomes and improving adoption of our products.
About the Role
The role sits in the Global Customer Success Operations team and supports the Field by building innovative solutions to make CSMs more effective, increase product adoption, and ensure that customers are achieving value outcomes. The focus of this role is to drive customer success at scale.
You will complete programs that support ongoing transformation initiatives in partnership with Success Leaders in region (across APJ) and other cross-functional teams within Workday. The role is key in driving the execution of workstreams that deliver programmatic customer engagement activities and drive deep customer value realization, a highly renewable customer base, and strong customer advocates.
Key Responsibilities
- Understand how CSMs work and their needs to launch programs that are easy to consume and worthwhile to use.
- Coordinate the delivery of initiatives to improve the effectiveness and efficiency of the Success organization.
- Understand customer touchpoints, including handoffs, and build lifecycle management processes and playbooks.
- Participate in the development of digital capabilities and content creation and curation.
- Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.
- Configure and deploy our suite of Success tools, including automation, business rules configuration, reports, and dashboards.
- Evaluate the efficacy of programs with ongoing metrics analysis and provide improvement recommendations with strong rationales.
- Build and maintain program documentation, project plans, and change history.
About You
Basic Qualifications
- 4+ years of Customer Success program management experience in a large, global organization.
- Experience in customer lifecycle planning and engagement tactics.
- Experience using Salesforce and Gainsight.
Other Qualifications
- Strong design and operational implementation skills - this is a doing role!
- Operational or customer-facing experience within a technical SaaS or subscription software environment would be preferred.
- Able to breakdown ambiguous problems into concrete, manageable components and think through solutions.
- Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans.
If you’re interested in this opportunity, we ask that you update your resume to best reflect our requirements. Doing so will help us better determine your suitability as a candidate.
Workday is proud to be an equal opportunity workplace.
