Director, Customer Success at Workday

Tokyo, Japan

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, HR Technology, SaaSIndustries

Requirements

10+ years as a people manager of Customer Success teams
7+ Customer management experience in a complex software or SaaS environment
Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
Proven leadership through accountability, continuous learning, and improvement
Experience fostering the growth and development of others, providing timely, direct, and actionable feedback
Ability to coach a team of workmates to be highly effective at customer relationship building and de-escalation
Embody strong account leadership skills; comfortable and seasoned in managing customers and providing an exceptional customer experience
Skilled at building positive relationships with customers, especially at the executive level
Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
Ability to de-escalate critical customer concerns and manage commercial negotiations
A successful track record of managing multiple priorities and initiatives concurrently, leveraging data as appropriate
Bachelor’s degree

Responsibilities

Handling overall responsibility for coordinating the customer relationship
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 raised customer concerns
Promoting opportunities for two-way communication
Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products
Using customer relationships as needed for prospect references
Keeping customers advised of process and procedural changes

Skills

Customer Success Management

Customer Relationship Management

Enterprise Support

Liaison Management

Professional Services

Production Services

Strategic Account Management

Cross-functional Collaboration

Workday

Cloud applications for finance and HR management

About Workday

Workday provides enterprise cloud applications that focus on finance and human resources for medium to large-sized businesses across various industries. Its main products include Workday Human Capital Management, Workday Financial Management, Workday Adaptive Planning, and Workday Student, which help organizations manage their workforce and streamline financial operations. The software operates on a subscription model, allowing clients to pay a recurring fee based on the number of users and specific modules needed. This model supports continuous updates and improvements to the software. Workday stands out from competitors due to its strong emphasis on customer satisfaction and employee engagement, offering tools like Workday Peakon Employee Voice to enhance workforce experience. The company's goal is to provide essential tools that improve operational efficiency and support businesses in managing their human resources and financial operations effectively.

Pleasanton, CaliforniaHeadquarters

2005Year Founded

$209.4MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Flexible Work Hours

Hybrid Work Options

Performance Bonus

Stock Options

Professional Development Budget

Conference Attendance Budget

Risks

Emerging HR tech startups like Buk could challenge Workday's market share.

Dependency on third-party platforms like Udemy may complicate service delivery.

Strategic shifts under new leadership could disrupt existing customer relationships.

Differentiation

Workday is a leader in cloud-based HCM and ERP solutions for large enterprises.

The company offers a subscription model ensuring steady revenue and continuous software updates.

Workday's focus on employee engagement tools like Peakon sets it apart in the market.

Upsides

Increased demand for cloud HCM solutions boosts Workday's market potential.

AI-driven analytics enhance Workday's financial management offerings with predictive insights.

Workday's partner ecosystem expansion, like with MetLife, opens new customer opportunities.

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