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 TeamWorkday Customer Success ensures that our customers achieve maximum value from Workday. We provide outstanding experiences across the lifecycle by focusing on customer outcomes and improving adoption of our productsAbout the RoleThe role sits in the Global Customer Success Operations 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 to ensure that we have a consistent and seamless experience for our customers across the Workday ecosystem.Key ResponsibilitiesUnderstand customer touchpoints, including handoffs, and build lifecycle management processes and playbooks.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.Collaborate cross-functionally to substantiate recommendations that improve the customer's ability to achieve their goals.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 YouBasic Qualifications4+ years of Customer Success, Customer Experience, Customer Insights, or Market Research experience in a SaaS, technology, or B2B company.2+ years experience setting up and running a success lifecycle mapping program including the development of lifecycle playbooks for Customer Success.Other QualificationsStrong design and operational implementation skills - this is a doing role!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.Strong verbal and written skills with a strong ability to articulate and communicate concepts across diverse audiences.Workday 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: $128,400 - $192,600 Additional US Location(s) Base Pay Range: $103,000 - $192,600Our 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!
View Original Job Posting