Customer Success Manager

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. 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 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 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- Establish a relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts.- Facilitate adoption of our Planning solution through discussions about the company's business goals and objectives.- Document customer use cases and develop success plans that will help customers increase the value of their investment.- Be aware of changes within the customer organisation to proactively address any challenges that might impact the use of our solution.- Manage renewals from start to finish, including price discussions and working with our legal team to ensure contractual compliance.- Identify up-sell opportunities and collaborate with Account Executives to generate new proposals.- Engage customers for marketing activities such as case studies, reference calls and participation in Workday customer events. Expected results within 6-12 months: - After receiving initial training/onboarding we expect you to have gained and maintain a knowledge of Workday products and services so that you can translate a customer's needs for other Workday support teams.- Managing a book of accounts- Conduct recurring meaningful engagements with your customers, including post-go-live meetings, customer journey discussions and quarterly and annual business reviews.- Manage all aspects of the renewal cycle, executing renewals timely and attaining appropriate uplift.- Achieve/exceed customer renewal quotas, NPS response rates, and other defined CS success metrics About You Basic Qualifications - Customer Success Manager - At least 3 to 5 years’ experience as a CSM for SaaS companies - Experience using a CRM solution (i.e. Salesforce, Gainsight, etc.) - Experience owning a quota, and fully managing renewals, up-sells and closings - Experience managing a high-volume book of business preferred (> 50 accounts) Other Qualifications - Excellent verbal and written communication skills, including the ability to be highly organised with time management - Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management) - Strong ability to create account plans that are tailored to a customer's unique goals and situation - Experience with pricing principles and sales practices in SaaS environments LI-CT Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process