Senior Customer Success Manager, CHRO Specialist
Workday
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.
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About the Team
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 Role
About the Senior Customer Success Manager, CHRO Specialist Role
This new Customer Success Manager, CHRO Specialist position is part of our CS Center of Excellence team focused on the Office of the Chief Human Resource Officer (oCHRO). You will collaborate with CSMs who support customers leveraging Workday solutions within our oCHRO platform.
This role was created to drive meaningful engagements with business owners to drive a deeper understanding of their specific goals and requirements. This will help increase adoption and maximize the value for customers who have invested in our Workday platform, specifically our HR offerings.
As a CHRO Specialist, you will be vital to the market success of Workday's HCM solutions. You will leverage your extensive Customer Success background and HR expertise to help the broader Workday organization achieve successful adoption, value realization, and expansion.
Workday CSMs work directly with customers to drive adoption of Workday products. They are responsible for the overall customer well-being by monitoring customer health and ongoing platform adoption. They also serve as partners in resolving customer issues. The CHRO Specialist will have a deep understanding of successful HCM adoptions to help optimize the customer’s experience with Workday HR offerings.
We are looking for individuals who are passionate about delighting our customers throughout their Workday journey!
What You'll Be Doing (Alongside the Workday CSM):
Build a trusted advisor relationship with Workday CSMs to ensure overall customer satisfaction with the Office of CHRO and strengthen Workday’s relationship with this office.
Help establish strong partnerships within the customer’s HR organization and related Business Functions (e.g., Executive Sponsors/main contacts) regarding their HCM investment.
Promote adoption of our HR solution through discussions about the company's business goals and objectives.
Effectively position/reposition the Workday HCM platform and align our capabilities with the customer’s business requirements. This may involve documenting customer use cases and developing success plans (potentially with the Value Management team) to help customers increase the value of their investment.
Assess and optimize customers’ adoption of the Workday Office of CHRO platform by identifying deployment gaps and highlighting functionality, features, and capability opportunities.
Serve as a liaison between the customer and our product development team when necessary, including presenting the Workday innovation roadmap for the Office of CHRO and its benefits to the customer.
Assist in engaging customers for marketing activities such as case studies, reference calls, and participation in Workday customer events specific to the Office of CHRO.
Act as a thought leader for the CSM organization, identifying trends, challenges, and opportunities for the Office of CHRO customer base and providing guidance on customer impact and needs.
Expected Results Within 3-6 Months:
Following initial training/onboarding, you will collaborate with the WD CSM to achieve high customer satisfaction related to their deployment and use of Workday Solutions such as Talent Optimization, Employee Engagement, Workforce Planning, and Reporting & Analytics.
You will participate in standard customer engagements and other prescriptive interactions led by the WD CSM, including business reviews, post-go-live meetings, and customer journey discussions.
You will achieve/exceed target NPS response rates (in the next applicable NPS round) and other defined CS success metrics, including adoption and renewals.
About You
Basic Qualifications
5+ years experience in a customer facing role - CS, pre-sales, value realization or functional consulting/deployment - for a HCM solution
Experience with SaaS customer lifecycles and aligning challenges or opportunities to product value
Other Qualifications
1-3 years experience with Office of Human Resources processes across diverse level of customers (Workday or similar HCM Platform)
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 Office of CHRO interacts with the Workday product suite – HCM, Payroll, Learning, Recruiting, Reporting & Analytics, Workforce Planning, 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 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.GA.Atlanta
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.
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