[Hiring] Customer Success Manager @Workday

Role Description

The Scaled Customer Success Manager engages a large portfolio of customers to ensure they derive value throughout their Workday journey. With a focus on efficiency and broad impact, this role primarily manages customer needs through reactive engagement and low-touch strategies. You will empower customers to utilize our Workday Community, digital capabilities, and AI resources to drive their own self-serve journeys. This role is pivotal in ensuring that a wide base of customers have the resources they need to resolve issues quickly and adopt product features effectively.

Responsibilities:

• Managing a high-volume portfolio of customers, serving as the primary point of contact for reactive inquiries and issue escalation.
• Directing customers to appropriate self-service resources, documentation, and the Workday Community to foster independence and efficient problem resolution.
• Leveraging digital tools and automated communications to drive product adoption and share updates on the Workday roadmap.
• Prioritizing and routing customer issues to the correct support or technical teams to ensure timely resolution.
• Monitoring customer health scores and usage data to identify at-risk accounts and trigger automated or light-touch interventions.
• Delivering proactive and ongoing customer success and adoption engagements at key moments of our customers' journey.

Expected results within 1-3 months:

• Proficient knowledge of Workday products and self-service ecosystem.
• Efficient management of a scaled portfolio (e.g., 50+ customers), maintaining high responsiveness to incoming requests.
• Demonstrated ability to effectively triage customer issues and guide them to self-help solutions.
• Implementation of scaled communication strategies to drive adoption and retention across the customer base.
• Timely execution of customer success and adoption engagements.

Qualifications

• Minimum of 5 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts (for Customer Success Manager).
• Minimum of 3 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts (for Sr Associate Customer Success Manager).
• Experience with CRM and customer success platforms to manage scaled communications and data.
• Bachelor degree or equivalent work experience.

Requirements

• Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
• Strong triage and prioritization skills, with the ability to manage multiple reactive requests simultaneously.
• Proven track record of maintaining customer satisfaction in a high-volume, fast-paced environment.
• Excellent written and verbal communication skills, optimized for clarity and efficiency.
• Ability to quickly learn and navigate complex product knowledge bases to direct customers effectively.
• Experience with one-to-many communication channels (webinars, email automation).

Benefits

• Trust to take risks.
• Tools to grow.
• Skills to develop.
• Support of a company invested in you for the long haul.