Senior Customer Success Manager-State & Local Government

About The Team Join our team and experience Workday! Customer Success is a key role to ensure Workday's customer happiness and success. In this role, you will be a key player that supports our customers on their Workday journey. You are an advisor and facilitator to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. You will be responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships. About The Role Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our rapidly growing software company is searching for a Senior Customer Success Manager to support our State and Local government customer base. Customer Success Management (CSM) is Workday's bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keep customers connected to Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, guidance on billable services, and acting as an escalation point for customer issues. We are looking for people who have a combination of domain expertise, enterprise implementation project management experience, and customer management at a high level. Responsibilities Handling overall responsibility for managing the customer relationship across a portfolio of State and Local government customers Establishing a trusted advisory relationship that works to ensure customer's overall satisfaction with our products Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations Prioritizing and driving resolution on escalated customer issues Promoting opportunities for two-way communication Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model Monitoring and facilitating the customer's adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products Leveraging customer relationships as needed for prospect references Keeping customers informed of the process and procedural changes Become proficient in Workday's Implementation Methodology Demonstrate competency in the Workday product suite - HCM, Payroll, Financials Ensure the client takes advantage of Workday best practices Experience implementing Workday, Oracle, SAP, PeopleSoft or similar application Expected results within 12-24 months A deeper knowledge of Workday products and services Self-sufficient management of approximately 20-25 Large Enterprise customers in the United States Documented account plans in place for each of your customers, including product adoption strategies and the identification of any up-sell opportunities Timely execution of standard customer meetings and reviews for your defined accounts Basic Qualifications (Required) 7+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels 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 Experience with State & Local Government customer base and projects Customer management experience in a complex software or SaaS environment Proven track record to collaborate and build strong relationships with customers especially at the executive level and passion for customer service Previous consulting experience is strongly preferred Ability to travel up to 20 % Workday Pay Transparency Statement The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here. Primary Location: USA.UT.Salt Lake City Primary Location Base Pay Range: $113,800 USD - $170,800 USD Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD 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'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. 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. At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com. J-18808-Ljbffr