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

Our Peakon CS team’s goal is to help every employee drive the change they want to see within their organizations. You’ll be part of a group of Enterprise CSMs that support one another and foster a learning environment where questions are welcome. Every member of the team understands that open collaboration and multi-functional teamwork are vital to being successful in supporting our clients. Someone on the team once described our mission as “ensuring everyone's feedback is heard and acted upon” and we take pride in doing so.

About the Role

As an Enterprise CSM you'll be responsible for a portfolio of enterprise customers. You know the importance of a company’s culture, and you believe you can help to build phenomenal places to work. You will lead implementations of Peakon with our largest and most important accounts and maintain deep, ongoing, relationships with a wide range of global organisations.

You will work with HR leaders, company executives and managers to gain a detailed understanding of how the customer’s organisation works, what success looks like to their key partners, and the resources required to reach these goals. You will act as a strategic partner with these accounts, navigating through account complexity and building for long term success.

You will handle the launch of the company’s first Peakon surveys through potentially multiple divisions, countries and internal businesses, demonstrate how leaders throughout the organisation can act on the feedback and analysis provided by the platform, and guide the global organisation on an ongoing basis over further survey rounds. In doing so, you’ll play a key role in building a management culture of listening and improvement through a data-driven approach.

In addition, you'll:

- Project handling the largest and most complex accounts through both exciting and dynamic customer implementations with a high level of autonomy
- Mastering the inner workings of a full enterprise product platform within global organisations
- Leading customer success efforts to ensure outstanding experiences for multiple levels of leadership
- Building and maintaining positive relationships with enterprise customers
- Educating customers on standard methodologies and providing professional level guidance
- Streamlining the implementation process to ensure a positive onboarding experience for the customer
- Leading the product input feedback process internally at Peakon to ensure constant and valuable customer input is available to the product team
- Onboard, mentor and train new customer success teammates
- Must act as leader within the team and be a source of positivity during challenging times
- Shows a consistency in being resilient to stressful situations and calm under pressure
- Consistently reliable as a team leader
- High performer during times of ambiguity and stress

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About You

Basic Qualifications
- 4-6 years meaningful work experience in a Customer Success/Project management/Engagement-HR role.

Other Qualifications
- 1-2 years experience in Employee Engagement SaaS platform as a Customer Success Manager
- Peakon experience is preferred
- Experience with Gainsight and

is highly preferred.
- Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organisations.
- Strongly interested in technology and software development.
- Superior communication skills. Internal and external, written and oral communication are critical in this role.
- Ability to present and interact with C-level teams with ease and professionalism.
- Analytical and process oriented.
- A desire to incorporate feedback and personally grow as a team member, leader, and a professional.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process