Overview

Job Location:
IND.Pune

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

The 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 products 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 Role

The Senior Program Manager, Digital Customer Success is responsible for defining, planning, and driving digital success programs independently that ensure outstanding customer experiences and satisfaction. They will partner closely with teams like education, product, marketing, and customer success to establish and maintain customer lifecycle and health programs. 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.

Key Responsibilities:

  • Lead the design 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 innovative programs across the customer journey, analyze program impacts and make recommendations for course corrections

  • Partner closely with the pooled CS team to build human touch intervention flows delivering cohesive and seamless experiences for our customers

  • Own key programs from start to finish and lead the long term management and success of a program category like customer health

  • Measure and report on program performance and business impact

About You

Basic Qualifications

  • 3+ years of direct experience in SaaS Renewals, Customer Success, or Customer Success operations

  • 2+ years of hands-on experience building digital first, multi-channel risk mitigation programs with a proven record of improved customer adoption, health and retention

Other Qualifications

  • Experience establishing pooled resource models within Customer Experience, Customer Success, or Support

  • Expertise identifying trends through data analysis and turning insights into actionable outcomes

  • Excellent communication skills (verbal and written) with an ability to communicate at all levels, raise program issues, and mitigate project risks

  • Experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Looker/Tableau and more

  • Proven track record of crafting compelling and impactful customer engagements

Our 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!