Senior Customer Success Manager

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弊社はアメリカ西海岸に本拠地を置くグローバルカンパニーで、北米マーケットではそのシェアや先進性において、SaaS HCM領域における揺るぎないトップクラスの地位を占めるサービスの開発、販売および導入を手掛けています。Customer Success is a key role to ensure Workday’s customer happiness and success. The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer Base team.About the Role<仕事内容>募集しているポジションは、この自社製品であるSaaS型HCM製品、及びFinancials製品を導入した顧客企業に対し、快適にその製品をご利用いただきビジネス的な価値を享受できるように、支援を提供するカスタマーサクセスマネジャー（CSM）です。アサインされたアカウント（10社～20社）に対し、－ 日々の運用、あるいは導入や拡張プロジェクトを通じて、ユーザー部門、ＩＴ部門、DX企画推進チームとの関係構築－ 製品についての情報提供、及びいただいたフィードバックを社内の適切なチームと共有することによって短期的、長期的な対応をお客様に提示－ 導入製品の利活用に関し計画的に取り組み、ビジネスへの貢献を可視化し、上位マネジメントとのレビューを実施－　お客様との協業を通じて、事例化やユーザー同士の交流促進を行っていただきます。契約更新や追加製品の販売については既存顧客専任のセールスがいますので、CSMはお客様の導入済み製品の利用状況について責任を負い、セールス活動にいい状態で繋げることを心がけます。また、カスタマーサポートはお客様が直接問い合わせできる専用窓口が用意されているため、重要度の高い、あるいは長期化している問題にかぎり早期解決を目指して関わることになります。多くの日本企業が人的資本の扱いを高度化する必要性に駆られて、人財の獲得、育成、そして最適化の取り組みに奔走する中、最も先進的でスケール感のあるソリューションを提供しているのは弊社だと自負しています。その中でお客様と複数年のジャーニーを伴走することによって、成功事例へと熟成していく過程に関われるのはCSMしかないと考えています。The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the Japan region, having control of your own schedule and customer interactions.What you’ll be doing:Building a trusted advisor relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts, that work to ensure customers are getting value from our products and services.Being a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities.Crafting success plans that outline their critical success factors, metrics for success, potential issues, and provide recommendations.Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.Supervising and facilitating the adoption of our solution features and their overall business needs as they relate to our products.Improving customer relationships as needed for prospect references.About You<応募資格>【必須（MUST）】－ カスタマーサクセスマネジャー（CSM）の経験、もしくはSaas企業にて顧客と対峙する類似の仕事経験を5年以上お持ちである－ ネイティブレベルの日本語　（リーディング、ライティング、スピーキング）－ ビジネスレベルの英語（リーディング、ライティング、スピーキング）【歓迎（WANT）】－ 弊社製品、協業他社製品の知識、オペレーション経験　　例：Successfactors、SAP、Workday、Oracle、PeopleSoft－ 人事部門、もしくは経理部門での実就業経験<労働条件>勤務先オフィスは東京になりますが、テクノロジーを駆使したフレキシブルな労働環境を提供しており、現在オフィスへの出社は週２，3日程度となっております。弊社自身が世界でも先進的な人事サービスを製品として提供しているため、自社の人事の考え方も当然に先進的であり、一般的な日本の企業とは大きく異なった評価制度、報酬体系、報酬レンジを持っています。Basic Qualifications5+ years of experience as a Customer Success Manager or similar client facing role for a SaaS companyBachelor’s degree or equivalent 4 years work experienceOther QualificationsExperience in functional domain such as Financial Management, Human Capital Management, or ERPExperience in a customer facing services role that includes issues resolution and customer concern management at business owner levelConsulting experience as an internal consultant or with a consulting/software company desiredOur 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!