Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About the TeamThe Workday Customer Success team is driven by excitement for our products and a desire to help our customers have an outstanding 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 dedication to our employees being the first of them. How important are these benefits to you?
A flexible work schedule
Dedication to your career happiness and development
Work-life balance and well-being
An active commitment to inclusion, belonging and equity
About the RoleOur Sr. Customer Success Manager - FINs Center of Excellence is a new position that will work alongside a CSM with a focus on investing in Financials as part of their overall WD Platform strategy.
As a Sr. CSM - FINs COE, you will play a critical role in the market success of Workday's Financial Management applications. You will use your extensive Customer Success background and Accounting/Financials domain expertise to assist the broader Workday organization with successful adoption, value realization and expansion.
The Workday CSMs work directly with customers to drive adoption of Workday products. They are responsible for the overall customer wellbeing by monitoring customer health and ongoing adoption of their Workday platform. They also act as a partner for customer issues. The CSM - FINs COE will have a deep understanding of successful Financials adoptions to help optimize the customer's experience with Workday Financials.
We are looking for people who have a passion to delight our customers throughout their Workday journey!
What you'll be doingAlongside the Workday CSM - the following are examples of responsibilities:
- Establish a trusted adviser relationship with the Workday CSMs to ensure customer's overall satisfaction with FINs and work to strengthen Workday's relationship with the office of the CFO
- Help to establish a partnering relationship within the customer's Finance organization, (i.e.. Executive Sponsors/main contacts) as it relates to their investment in Financials
- Facilitate adoption of our Financials solution through discussions about the company's business goals and objectives.
- Effectively position/reposition Workday Financials and help align our capabilities with the customer's business requirements. This may include documenting customer use cases and developing success plans that will help customers increase the value of their investment, working with the Value Management team as applicable.
- Assess and optimize customers' adoption of the Workday FINs platform by identifying gaps in deployment and raising awareness of functionality and feature/capability opportunities
- Act as a liaison between the customer and our product development team where needed, including presenting the Workday innovation roadmap as it relates to FINs and how the roadmap will benefit the customer.
- Assist with engaging customers for marketing activities such as case studies, reference calls and participation in Workday customer events specific to Workday FINs
- Act as a thought leader to the CSM organization and identify trends, challenges and opportunities for the FINs customer base and help direct on customer impact and need
Expected results within 3-6 months:- After receiving initial training/onboarding we expect you to work alongside the WD CSM to achieve high customer satisfaction relative to their deployment and use of Workday Adaptive Planning.
- Participate in the standard customer engagements and other prescriptive interactions led by the WD CSM including business reviews, post-go-live meetings and customer journey discussions
- Achieve/exceed NPS response rates (next applicable NPS round) and other defined CS success metrics including adoption and renewals
About YouBasic Qualifications- 5+ years experience in a customer facing role - CS, pre-sales, value realization or functional consulting/deployment - for a financials solution
- 2-5 years experience with Workday Accounting and Finance processes across diverse level of customers (Workday or other Financial Accounting software)
- Experience with SaaS customer lifecycles and aligning challenges or opportunities to product value
Other Qualifications- Skilled at using a CRM system such as Salesforce & Gainsight to summarize customer interactions
- Comfortable helping customers with business transformation including consistent record of customer advocacy and ability to rapidly establish credibility as a trusted advisor.
- Demonstrate knowledge of our differentiators relative to our competitors and how FINs interacts with the Workday product suite - HCM, Payroll, Planning, Spend Management, etc
- Skilled at building positive relationships with customers & internal stakeholders, especially at the Executive level
- Eager & able to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, Product Marketing and Product Management)
- Excellent verbal and written communication skills, including the ability to chair meetings, host webinars and effectively enable others with your knowledge and expertise.
- Travel up to 35% to visit customers and/or attend internal meetings
Workday Pay Transparency StatementThe 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.CA.San Francisco
Primary Location Base Pay Range: $121,300 USD - $182,000 USD
Additional US Location(s) Base Pay Range: $98,200 USD - $182,000 USD
Our Approach to Flexible WorkWith 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.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!