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部署・役職名 | Senior Customer Success Manager | SaaS型財務会計モジュール担当 |
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仕事内容 |
About the Team Account Services Manager: Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business. Survey Tip: Incumbents who are responsible for client relationship management or day-to-day delivery for outsourced solutions should be matched to Client Relationship Mgr - Outsourcing or Delivery Program Mgr - Outsourcing (5732-5736). Incumbents who are providing pre-sale and/or post-sale support and customer relationship management for multiple phases and aspects of the client relationship, including ordering, pricing, scheduling and support, should be matched to Customer Service Representative. About the Role Customer Success is a key role to ensure Workday’s customer satisfaction and success. In this role, you will be a key player in the supports our customers on their Workday journey. You are an advisor and facilitator to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. You will be responsible for managing a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday offering to our clients in co-operation with our Customer base team. You will be a part of a great Services team in Japan, having control of your own schedule and customer interactions. The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Product 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 enhance their overall user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by monitoring customer health, driving customer adoption, supporting the billable areas of the business, and acting as an escalation point for customer issues. What you’ll be doing: Establishing a trusted advisor relationship across the customers, from Executive Sponsors to Day to Day contacts, that works to ensure customers are getting value from our products and services. Acting as 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. Developing success plans for customers 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. Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products. Leveraging customer relationships as needed for prospect references. Expected results within 12-24 months: After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product workstream Self-sufficient management of 20+ enterprise accounts Actively ensure there is a roadmap in place for each of your accounts Timely execution of standard customer meetings and reviews for your defined accounts Achieve/exceed annual customer satisfaction targets and other defined Key Performance Indicators (KPIs) About You Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and escalation management at both the business owner and executive levels. Experience of functional domain expertise with Financial Management, Financial/Workforce Planning or ERP Consulting experience either as an internal consultant or with a consulting/software company desired Proven account management/strategic planning experience Project management experience with Human Capital Management, Financial Management, and/or Payroll application system implementation (desired) Proven ability to collaborate and build strong relationships with customers especially at the Executive level and engage across corporate functions (ie. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management) Excellent verbal and written communication skills, including the ability to chair meetings or host webinars. Ability to travel up to 35% Fluent English and Japanese language skill About You 5+ years of experience in a role focused on managing customer success Bachelor’s degree or equivalent 4 years work experience |
労働条件 |
- 契約期間:期間の定めなし - 試⽤期間:あり(3カ⽉) - 就業時間:9:00〜18:00(休憩1時間) - 休⽇:⼟⽇、祝⽇、当社リフレッシュホリデー - 残業:あり(平均⽉20時間 ) ー 社会保険及び通勤手当 - 健康管理(フィットネス費用補助、インフルエンザ予防接種補助、健康診断補助、無料カウンセリングサービス) - 給付金制度(譲渡制限付株式、企業型確定拠出年金、社員株式購入プラン、団体定期保険、長期障害所得保険、年次アワード) - 社内研修(語学プログラム、自社e-learning、udemy法人契約) - ホリデー(グローバル育児休暇、病気休暇、忌引休暇、コロナ休暇) - 社内クラブ活動補助 - CSR (ボランティア休暇、マッチングギフト、アニマルシェルター里親制度) |
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)】 - 財務ERP製品の知識、オペレーション経験- 経理部門での実就業経験 |
アピールポイント | 自社サービス・製品あり 外資系企業 女性管理職実績あり 上場企業 シェアトップクラス 2年連続売り上げ10%以上UP 年間休日120日以上 産休・育休取得実績あり 教育・研修制度充実 成果報酬型 マネジメント業務なし 完全土日休み フレックスタイム |
リモートワーク | 可 「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります |
受動喫煙対策 | 屋内禁煙 |
更新日 | 2024/09/30 |
求人番号 | 3905551 |
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転職・求人情報の詳細をご覧になる場合は会員登録(無料)が必要です