Customer Success Manager

6 months ago

North Sydney, Australia Workday Full time

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.

About the Team

We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: one of our core values is fun

Our team promotes Workday’s core values with ‘Employees’ being number one.

We:

- offer flexible work schedules
- empower you to follow your desired career path & achieve professional and personal goals
- encourage work-life balance and wellbeing
- are proud to champion equal opportunities for everyone

We are often remote from one another but that doesn’t stop our sense of teamwork and supportiveness.

About the Role

Our customers’ success is why we do what we do. We pull out all the stops to make sure they get the support they need, from day one and every day after. The Customer Success Manager (CSM) role ensures we deliver on that promise to our customers.

As a CSM, you’ll partner with customers to understand their priorities, help them optimise their Workday solution, and work with them to drive adoption and innovation to support their business. You will be accountable for overall customer wellbeing by regularly engaging with customers, providing advice, and tracking customer health.

To be successful, you'll be curious, eager to learn, a great listener, a problem-solver and someone who does what they say they'll do. All this and you'll be a great workmate who knows the team’s success is your success.

What you’ll be doing
- Building positive relationships with key influencers within customer accounts and converting them into Workday advocates.
- Running a portfolio of customer accounts and partnering with them on their Workday journey to ensure they realise the full value of their investment.
- Learning and understanding customers’ business challenges and industry trends so you can guide them on how Workday can help them achieve their goals.
- Crafting adoption plans that clarify customer goals and enable them to measure their progress.
- Partnering with your account team workmates to deliver growth and great outcomes for our customers.
- Keeping up to date on your knowledge of the Workday Platform.
- Guiding users on how to access resources to help them become more self-sufficient.
- Collaborating with product teams as the voice of the customer to inform our product roadmap.

Expected results within 12-18 months
- After completing our 12-week onboarding program you will have (and continue to grow) a thorough knowledge of Workday products and services.
- Proactively managing your portfolio of accounts
- Up to date adoption and engagement plans for each of your accounts.
- Timely execution of standard customer meetings and reviews for your defined accounts.
- Achieve/exceed annual customer renewal targets and other defined Key Performance Indicators.

About You

Basic Requirements
- 3+ years in a customer engagement role either as a CSM, Account Manager, or Professional Services Consultant.

Other Requirements
- Experience building effective engagement with internal teams (ie. Sales, Customer Support, Professional Services, and Product Management) to deliver customer outcomes.
- Experience managing a customer portfolio and effectively managing competing demands.
- Experience with Human Capital Management (HCM), Financial Management, ERP, or Payroll software.
- Proven track record in collaborating and building positive relationships with customers and colleagues.

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 quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you

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