Senior Strategic Customer Success Manager (Workday Adaptive Planning) at...

Do what you love. Love what you do. At Workday, we help the world's largest organizations adapt to what's next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we're serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work. About the Team The Workday Adaptive Planning CSM team is driven by excitement for our products and a desire to help our customers have an exceptional experience with our cloud solutions. We're a group of hard-working professionals, with a diverse mix of experience and backgrounds, located across the United States, EMEA and APAC. Our team promotes Workday's core values with a strong commitment to our employees being the first of them. How important are these benefits to you? 1. A flexible work schedule 2. Dedication to your career happiness and development 3. Work-life balance and well-being 4. An active commitment... to inclusion, belonging and equity About the Role The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning. 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. Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer's expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go 'the extra mile' for each and every customer. What you'll be doing o Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer's are getting value from our products and services. o Monitoring and facilitating the customer's adoption of our solution features and their overall business needs as they relate to our products. o Staying on top of any major changes within their customer's organization to be able to effectively help manage the change and develop the relationships as necessary. o Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations. o Acting as 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. o Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events o Maintain revenue stream from each customer's subscription by creating and demonstrating top & bottom-line value for each customer. o Managing renewals from end-to-end, including negotiating contracts. o Identifying upsell/add-on opportunities and collaborating with Account Executives. Expected results within 6-12 months: 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 a combination of mid to large enterprise accounts, totaling 5M-6M in ARR. 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 satisfaction targets and other defined Key Performance Indicators (KPIs). Manage all aspects of the renewal cycle, executing renewals in a timely fashion and maintaining renewal rate targets. About You Basic Qualifications - Principal Customer Success Manager At least 6 years of experience as a CSM supporting a complex software solution Experience managing large enterprise accounts strategically Experience using a CRM and Customer Success solution (ie. Salesforce and Gainsight) Basic Qualifications - Senior Customer Success Manager At least 3 years of experience as a CSM supporting a software solution Experience managing large enterprise accounts Experience using a CRM and Customer Success solution (ie. Salesforce and Gainsight) Other Qualifications Experience with pricing principles and sales practices in SaaS environments Skilled at using a CRM system such as Salesforce to summarize customer interactions and build renewal quotes Familiarity with the EPM/CPM space or with financial ERP applications is a plus Strong ability to create account plans that are tailored to a customer's unique goals and situation Skilled at building positive relationships with customers, especially at the Executive level Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management) Excellent verbal and written communication skills, including the ability to chair meetings and host webinars. Travel up to 25% to visit customers under normal circumstances Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! Salary Range: $80K -- $100K Minimum Qualification Account ManagementEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse