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Senior Customer Success Manager

1 month ago

Jakarta, Indonesia Daiichi Sankyo, Inc. Full time

**Do what you love. Love what you do.
**At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.

**About the Team**

The Customer Success Manager (CSM) plays a critical role in the success and execution of the Business Planning Unit at Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

You will be assigned to work one-on-one with customers that request a more personalized dialogue with them beyond the already established one-to-many communication channels.

**About the Role**

**What is the Customer Success Manager at Workday?**

The Customer Success Manager (CSM) plays a critical role in the success and execution of the Business Planning Unit at Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

You will be assigned to work one-on-one with customers that request a more personalized dialogue with them beyond the already established one-to-many communication channels.

**What you will be doing**:

- Handling overall responsibility for managing the customer relationship in the region/country
- Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Developing programs focused on enhancing the customer’s life in production
- Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
- 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
- Prioritising and driving resolution on escalated customer issues
- Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments
- Leveraging customer relationships as needed for prospect references
- Identify upsell/add-on opportunities and collaborate with Customer Base Account Executives

**What are we looking for**:

- Proven Account management/ strategic planning experience
- Experience with pricing principles and sales practices in SaaS selling environments
- Provide guidance on strategic IT roadmaps
- Ability to engage at C-Level
- Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels
- Proven ability to engage across corporate functions (Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
- You live by a set of values that align with our own (make sure you look them up). We’re a values based organisation and we firmly believe that exceptionally successful sales professionals can also be great humans
- Ideally you are able to speak Indonesia Bhasa as this role covers Indonesia market

**About You**
- **Basic Qualifications**:

- 10+ years of experience in IT Industry preferably in IT Vendor or Business Application Product vendor organizations
- 5+ years of experience in a role focused on managing customer success in SaaS environment

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