Strategic Enterprise Customer Success Manager (Planning Business Unit)
Employment Type: Full-Time
The Customer Success Manager is a critical, strategic role in the Business Planning Unit of Workday. The CSM will ensure that maximum value is derived from the products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.
Ultimately, the CSM’s goal is to ensure that 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.
Responsibilities: Serves as trusted advisor and thought-partner for customer regarding pricing strategy and related initiatives. Proactively develops the adoption and measurement plans as well as solution course corrections as necessary. Stays on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary. Responsible for mapping out the Customer Journey and objectives over the course of relationship and tracking progress. Liaison to product management about any key issues for their customer base. Managing the reference-ability of the relationship and driving customers to Adaptive events. Prepares materials to support articulation of Adaptive Insights benefits to customer teams Maintains revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer. Responsible for renewals.
Qualifications: Superior interpersonal/customer relations skills; clear and concise verbal and written communicator; effective in person and by phone. 5+ years experience as a Customer Success Manager. Familiar with change management practices, change communications and process re-engineering. Experience managing renewals and negotiating contracts Self-starter who works independently and proactively. Ability to manage multiple complex assignments simultaneously. Experience with pricing principles and sales practices in SaaS selling environments. Bachelor or Masters in discipline or equivalent industry experience. Ability to travel up to 20-30%
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