Driving SaaS revenue growth through proactive customer engagement in a hybrid role at Moss. Utilizing data insights to identify opportunities and mitigate risk while ensuring customer satisfaction.
About the role
- Senior Customer Success Manager coordinating customer relationships and enhancing user experiences at Workday products. Liaison role enhancing service quality and operational performance for designated customers in a Fortune 500 company.
Responsibilities
- Handling overall responsibility for coordinating the customer relationship.
- Acting as a liaison between product management and the customer.
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Prioritizing and driving resolution on raised customer concerns.
- Promoting opportunities for two-way communication.
- Supervising and facilitating the customer's adoption of our solution features and functionality.
Requirements
- 5+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management.
- 1+ years project management experience with Workday HCM, Payroll, or Financials.
- Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
- Experience with State & Local Government customer base and projects.
- Customer management experience in a complex software or SaaS environment.
- Proven track record to collaborate and build strong relationships with customers especially at the executive level.
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
- Excellent organization, time management, data analysis, and communication skills.
- Bachelor degree or equivalent work experience; Business or Technical degree preferred.
- Ability to travel up to 30%.
Benefits
- Flex Work allows for a combination of in-person and remote work.
- 401(k) matching.
- Professional development opportunities.
- Paid time off.
Job title
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Experience level
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