Customer Success Manager

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Workday Customer Success ensures our customers achieve maximum value from Workday. We provide outstanding experiences across the customer lifecycle by focusing on customer outcomes and improving adoption of our products. Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed at scale.

About the Role The Scaled Customer Success Manager engages a large portfolio of customers to ensure they derive value throughout their Workday journey. With a focus on efficiency and broad impact, this role primarily manages customer needs through reactive engagement and low-touch strategies. You will empower customers to utilize our Workday Community, digital capabilities, and AI resources to drive their own self-serve journeys.

This role is pivotal in ensuring that a wide base of customers have the resources they need to resolve issues quickly and adopt product features effectively. Responsibilities: Managing a high-volume portfolio of customers, serving as the primary point of contact for reactive inquiries and issue escalation. Directing customers to appropriate self-service resources, documentation, and the Workday Community to foster independence and efficient problem resolution.

Leveraging digital tools and automated communications to drive product adoption and share updates on the Workday roadmap. Prioritizing and routing customer issues to the correct support or technical teams to ensure timely resolution. Monitoring customer health scores and usage data to identify at-risk accounts and trigger automated or light-touch interventions.

Delivering proactive and ongoing customer success and adoption engagements at key moments of our customers' journey. Expected results within 1-3 months: Proficient knowledge of Workday products and self-service ecosystem. Efficient management of a scaled portfolio (e.g., 50+ customers), maintaining high responsiveness to incoming requests.

Demonstrated ability to effectively triage customer issues and guide them to self-help solutions. Implementation of scaled communication strategies to drive adoption and retention across the customer base. Timely execution of customer success and adoption engagements About You Basic Qualifications(Required)Customer Success Manager Minimum of 5 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts Experience with CRM and customer success platforms to manage scaled communications and data Basic Qualifications(Required) Sr Associate Customer Success Manager Minimum of 3 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts Experience with CRM and customer success platforms to manage scaled communications and data Other Qualifications Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred Strong triage and prioritization skills, with the ability to manage multiple reactive requests simultaneously Proven track record of maintaining customer satisfaction in a high-volume, fast-paced environment Excellent written and verbal communication skills, optimized for clarity and efficiency Ability to quickly learn and navigate complex product knowledge bases to direct customers effectively Experience with one-to-many communication channels (webinars, email automation) Bachelor degree or equivalent work experience 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!