Director mid atlantic
- 9+ years as a manager of customer focused people teams
- 9+ 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
- 6+ years functional domain expertise
- Ability to travel up to 35%
- Proven leadership through accountability, continuous learning, and improvement
- Experience fostering 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 deescalate critical customer concerns and manage commercial negotiations
- A successful track record of managing multiple priorities and initiatives concurrently
Responsibilities
- Members of CS advocate on behalf of Workday customers through a high-touch engagement model keeping customers connected to Workday
- Reporting to a regional senior leader of Customer Success, the Director provides strategic leadership and direction on the delivery of enterprise-level success services
- This person will have a focus on leading and supporting a successful team, while ensuring Workday’s customers have achieved sustainable value and business outcomes from the Workday solution
- Attracting, hiring, mentoring, and retaining highly skilled customer success professionals
- Encouraging an environment of collaboration and continually focusing on improving and developing skills
- Working with the sales organization to drive high gross and net revenue retention on all subscription renewals
- Positioning Customer Success service offerings with prospects and existing customers
- Acting as executive support for critical customers and customer events
- Prioritizing and driving resolution on customer escalations
- Contributing to programs and initiatives that increase the impact and scalability of our customer engagement model
- Providing thought-leadership to organizations outside of immediate lines of responsibility
- Expected results within 3-6 months
- Proactive management of customer wellness within the region
- Timely execution of customer meetings and deliverables as determined by contract terms
- Up-to-date adoption and engagement plans for all customers ahead of renewal planning (18 months prior to end date)
- Achieve / exceed revenue retention, adoption, and customer advocacy targets
- 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
Qualifications
- 9+ years as a manager of customer focused people teams
- 9+ 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
- 6+ years functional domain expertise
- Ability to travel up to 35%
- Proven leadership through accountability, continuous learning, and improvement
- Experience fostering 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 deescalate critical customer concerns and manage commercial negotiations
- A successful track record of managing multiple priorities and initiatives concurrently
Responsibilities
- Members of CS advocate on behalf of Workday customers through a high-touch engagement model keeping customers connected to Workday
- Reporting to a regional senior leader of Customer Success, the Director provides strategic leadership and direction on the delivery of enterprise-level success services
- This person will have a focus on leading and supporting a successful team, while ensuring Workday’s customers have achieved sustainable value and business outcomes from the Workday solution
- Attracting, hiring, mentoring, and retaining highly skilled customer success professionals
- Encouraging an environment of collaboration and continually focusing on improving and developing skills
- Working with the sales organization to drive high gross and net revenue retention on all subscription renewals
- Positioning Customer Success service offerings with prospects and existing customers
- Acting as executive support for critical customers and customer events
- Prioritizing and driving resolution on customer escalations
- Contributing to programs and initiatives that increase the impact and scalability of our customer engagement model
- Providing thought-leadership to organizations outside of immediate lines of responsibility
- Expected results within 3-6 months
- Proactive management of customer wellness within the region
- Timely execution of customer meetings and deliverables as determined by contract terms
- Up-to-date adoption and engagement plans for all customers ahead of renewal planning (18 months prior to end date)
- Achieve / exceed revenue retention, adoption, and customer advocacy targets
Benefits
- 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
About the Role
Increase your chances of an interview by reading the following overview of this role before making an application.
Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. Members of CS advocate on behalf of Workday customers through a high-touch engagement model keeping customers connected to Workday...
Reporting to a regional senior leader of Customer Success, the Director provides strategic leadership and direction on the delivery of enterprise-level success services.
This person will have a focus on leading and supporting a successful team, while ensuring Workday’s customers have achieved sustainable value and business outcomes from the Workday solution.
What you’ll be doing
- Attracting, hiring, mentoring, and retaining highly skilled customer success professionals
- Encouraging an environment of collaboration and continually focusing on improving and developing skills
- Working with the sales organization to drive high gross and net revenue retention on all subscription renewals
- Positioning Customer Success service offerings with prospects and existing customers
- Acting as executive support for critical customers and customer events
- Prioritizing and driving resolution on customer escalations
- Contributing to programs and initiatives that increase the impact and scalability of our customer engagement model
- Providing thought-leadership to organizations outside of immediate lines of responsibility
Expected results within 3-6 months
- Proactive management of customer wellness within the region
- Timely execution of customer meetings and deliverables as determined by contract terms
- Up-to-date adoption and engagement plans for all customers ahead of renewal planning (18 months prior to end date)
- Achieve / exceed revenue retention, adoption, and customer advocacy targets
About You
Basic Qualifications
- 9+ years as a manager of customer focused people teams
- 9+ 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
- 6+ years functional domain expertise
- Ability to travel up to 35%
Other Qualifications
- Proven leadership through accountability, continuous learning, and improvement
- Experience fostering 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 deescalate critical customer concerns and manage commercial negotiations
- A successful track record of managing multiple priorities and initiatives concurrently
- Bachelor degree or equivalent work experience; Business or Technical degree preferred
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.
Primary Location : USA.NY.New York CityPrimary Location Base Pay Range : $169,200 USD - $253,800 USDAdditional US Location(s) Base Pay Range : $143,800 USD - $253,800 USD
Last updated : 2024-01-30
Company information
Workday is a leading provider of enterprise cloud applications for finance and human resources, helping customers adapt and thrive in a changing world.
Workday applications for financial management, human resources, planning, spend management, and analytics are built with artificial intelligence and machine learning at the core to help organizations around the world embrace the future of work.
Workday is used by more than 10,000 organizations around the world and across industries from medium-sized businesses to more than 50% of the Fortune 500.
Business Intelligence, Software, Information Technology, Enterprise Software, Finance, Financial Services, Professional Services, Manufacturing, Technology, Consulting
Company Specialties :
Financial Management, Human Capital Management (Human Resources Management, Workforce Planning + Talent Management), Payroll, Expenses, Time Tracking, Procurement, Grants Management, Recruiting, and Planning
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