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
The 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.
About the Role
This 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 demonstrating Workday solutions within our oCHRO platform.
This role will drive significant engagements with business owners to drive a deeper understanding of their specific goals and requirements and help increase adoption and enhance 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 demonstrate 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 oCHRO 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.
Optimally 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 oCHRO 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 communicating the Workday innovation roadmap for the oCHRO 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 oCHRO.
Act as a thought leader for the CSM organization, identifying trends, challenges, and opportunities for the oCHRO customer base and providing mentorship on customer impact and needs.
Expected Results Within 3-6 Months:
Following initial training/onboarding, you will collaborate with our Workday 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 - 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
Other Qualifications
Proven experience with Workday HCM 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 proven 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 partners, 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 30 - 40% to visit customers and/or attend internal meetings
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.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
