Principal Customer Success Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Our Customer Success Management Team plays a key role of being the bridge between our Customers, Sales, Professional Services and Production Services teams. Our Customer Success Managers work directly with production customers to enhance their overall user experience with Workday.

They are assigned to work with customers that request a more personalized dialogue with them beyond the already established one-to-many communication channels.

About the Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of the Business Planning Unit at Workday. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.
- Strive to establish a trusted advisor relationship that works to drive customer’s overall satisfaction rate. Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Drive and lead programs that focused on enhancing the customer’s life in production; Monitoring and facilitating the customer’s adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products.
- Be the key liaison between product management and the customer with a focus on presenting the Workday roadmap and how the roadmap will influence customer activities.
- Collaborate with our Professional Services team to identify new opportunities and facilitate transitions following initial or follow-on deployments.
- Partner with our customers on prospect references, prioritising and driving resolution on escalated customer issues

About You

You always love being the trusted advisor to customers and internal teams - delivering upon a customer first experience
You'll have more than 8 years' of experience in SaaS or ERP (HCM/ Financials) implementation projects in roles including Customer Success role (Consulting or Account Management) that involves issues resolution and escalation management at both the business owner and executive levels.Engage and build strong relationships with customers especially at the Executive level. Guiding them on our strategic IT roadmap to build a long-term relationship with customers to help them achieve their business goals and improve their overall satisfaction rate.An extraordinary presenter who enjoys hosting webinars and chairing meetings and possess strong ability to articulate the benefits of cloud architecture to clients.Super comfortable navigating in a sophisticated cross-functional setup across functions including Sales, Managing Partners, Marketing, Customer Support, Professional Services and Product Management.Other Qualifications-
- Solid understanding of vendors, products, and services in SaaS enterprise software space.
- Thrive in a fast-paced, sophisticated product and services sales cycle.
- Strong attention to detail and experience with commercial processes and tools, including RFP responses, project calculation and/or estimation tools, and scope description and/or contract documentation.
- Strong thinking thinking and problem solving skills and excellent communication skills
- Fluency in Mandarin advantageous
- Ability to travel

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each