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 Team
Our Global Customer Success (GCS) team ensures that every customer achieves maximum value from Workday. We provide outstanding experiences across the lifecycle by focusing on customer outcomes and improving adoption of our products. We meet each customer where they are and make use of our Workday Community, digital capabilities, and AI resources to improve self-serve journeys and deliver personalized success paths.
About the Role
The role sits in the GCS BizOps team and defines the future-state approach for how the Success team engages with, and delivers value to, our customers throughout their lifecycle. Through an approach of innovation, ownership, accountability, and partnership, this role will be critical to achieving outstanding customer experiences in a thoughtful, effective way!
The role facilitates analysis of current state Success touchpoints throughout the lifecycle and leads the design and execution of an ideal state customer experience. You will work closely with Success Field Leaders and other cross-functional teams so that we have a consistent and seamless experience for our customers across the Workday ecosystem.
The role leads the development and maintenance of critical resources that enable Customer Success Managers (CSMs) to drive consistent, scalable customer engagement and outcomes. This includes Customer Success playbooks (detailed step-by-step guides that CSMs follow to complete specific calls to action), customer-facing templates (pre-designed assets used by CSMs in customer engagements), and job aids (prescriptive documents that guide CSMs on how to deliver processes and engagements).
Key Responsibilities
- Understand customer touchpoints, including handoffs, and build standardized lifecycle management processes and playbooks.
- Build and maintain customer facing content that is used to deliver lifecycle engagements and ensure that key information is communicated effectively.
- Build job aids that provide operational clarity and reduce onboarding time for new CSMs, ensuring that standard processes are followed.
- Collaborate cross-functionally to ensure that playbooks and templates remain aligned with product updates and evolving customer needs.
- Conduct research and discovery for specific touchpoints and lifecycle stages to understand industry standard benchmarks and leading practices.
- Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.
- Define, prioritize and implement requirements for improving the customers' experience with the Success organization.
- Develop persuasive communication and storytelling materials that highlight how a customer moves through lifecycle stages.
- Build evaluation methods and measurement plans to assess changes made to Success touchpoints within the customer lifecycle.
- Evaluate the efficacy of programs with ongoing metrics analysis and provide improvement recommendations with strong rationales.
About You
Basic Qualifications
- 4+ years of Customer Success, Customer Experience, Customer Insights, or Market Research experience in a SaaS, technology, or B2B company.
- Experience setting up and running a success lifecycle mapping program including the development of lifecycle playbooks for Customer Success.
Other Qualifications
- Strong design and operational implementation skills - this is a doing role!
- Expertise in onboarding, adoption, retention, and expansion strategies.
- Familiarity with integration of CS tools (e.g. Gainsight) with other enterprise software (e.g. Salesforce).
- Ability to use automation for scaling customer success processes.
- Experience working with research methodologies and customer lifecycle analytics.
- Able to objectively interpret research, extract insights, and communicate in a motivating way.
- Drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization.
Our Approach to Flexible Work
With Hybrid 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 we require employees to work three days a week in the office and two days at home. 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.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
