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 TeamThe Digital Customer Success (DCS) organization has recently formed to support Workday's continued effort to scale and further advance our customer's experience. This newly established team will drive adoption, increase value, drive customer advocacy, and mitigate risk across all segments and Workday products by designing, building, iterating and maintaining digital programs and capabilities globally. Digital Success is a key priority for our business and being part of this fast growing, innovative, and results oriented team will get broad visibility and provide an excellent opportunity to grow.About the RoleThe Principal Program Manager will partner with the CX leadership team to focus on driving the vision and strategy for our digital customer experience. They will identify opportunities and lead strategic digital success initiatives, partnering closely with cross-functional teams like business technology, community, product, marketing, and support to evolve and drive scalable long-term success that results in outstanding customer experiences and satisfaction. In this role you will be an integral part of defining Workday's future and transform the way we engage with key personas with the goal to improve engagement, adoption and value realization at scale.About YouKey Responsibilities:Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience.Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.Build, maintain and monitor strategic programs across the customer journey, analyze program impacts and make recommendations for course corrections.Measure and report on overall program performance and business impact, such as customer satisfaction, to inform iteration and future innovation.Project manage key initiatives from conceptualization to implementation.Basic Qualifications8+ years of direct experience in SaaS Customer Success or Customer Experience program management5+ years of hands-on experience building digital first, omni-channel programs with a consistent track record of improved customer adoption, health and retentionExperience leading cross-functional teams in a matrix organizationOther QualificationsA balanced background of strategic approach and tactical execution in an agile environmentExperience establishing digital and scaled engagement models within Customer Experience, Customer Success, or SupportExpertise identifying trends through data analysis and turning insights into actionable outcomesExcellent communication skills (verbal and written) with an ability to communicate at all levels, raise program issues, and mitigate project risksExperience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Tableau and othersProven track record crafting compelling and impactful customer engagementsWorkday Pay Transparency Statement - United States The annualized base salary ranges for the primary location and any additional locations in the United States (US) 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 click here. Primary Location: USA.CA.Pleasanton Primary Location Base Pay Range: $155,100 - $232,700 Additional US Location(s) Base Pay Range: $129,200 - $232,700Our 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.Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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