Description
We're seeking a Customer Success Manager for our Healthcare customer base. As a Customer Success Manager, you will work directly with customers to enhance their overall user experience with Workday. You will be responsible for overall customer wellbeing by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.
Responsibilities:
- Manage customer relationships across a Healthcare portfolio, serving as a trusted advisor to ensure long-term satisfaction and executive alignment.
- Act as a liaison between customers and Product Management to communicate the Workday roadmap, drive feature adoption, and align functionality with overall business needs.
- Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction.
- Develop tailored success plans that define critical success factors, key metrics, potential risks, and strategic recommendations.
- Provide guidance and oversight during SaaS implementations, ensuring clients leverage Workday's methodology and industry best practices.
- Demonstrate deep competency across the Workday product suite, including HCM, Payroll, Financials, and Supply Chain for Healthcare.
- Foster ongoing two-way communication, keep customers updated on process/procedural changes, and cultivate strong references for sales prospects.
Requirements:
- Minimum of 8+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry.
- 8+ plus years experience in a Customer Success, Sales or software Consulting.
- 5+ plus years working with SaaS applications ideally experience working with Workday, Oracle, SAP, PeopleSoft or similar applications.
- 1 + year of experience working with AI GTM consumption.
Preferred Qualifications:
- Functional domain expertise with Financials and Supply Chain for Healthcare is preferred.
- Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
- Proven ability to build strong executive-level customer relationships while collaborating cross-functionally with internal teams, such as Professional Services and Product Management.
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
- Bachelor degree or equivalent work experience; Business or technical degree preferred.
- Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory.
Travel: Ability to travel up to 30%.
Salary: 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.