Customer Success Manager
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Job Description
Customer Success Manager ensuring client satisfaction within support client’s portfolio at Invisors. Managing partnerships and addressing customer needs with Workday HCM and Financials expertise.
Responsibilities:
- Manage client partnerships throughout the engagement, develop an understanding of the customers business needs and objectives, and lead discussions about renewals or change orders where necessary
- Develop and maintain knowledge of Workday products and services, and leverage this expertise to help guide customers in maximizing their Workday investment alongside the account architect along with Roadmap development
- Serve as the escalation point for assigned customers throughout their Workday support contract engagement, from structured pools to defined outcome projects
- Develop strong partnerships with customers, ensuring their satisfaction and success with Invisors’ Workday support services
- Proactively identify and address potential issues, risks, or roadblocks that may impact customer success
- Collaborate with the project team to ensure the successful delivery of scoped work and contract terms – including Tenant assessments, defined outcome projects, and strategic pool support
- Provide regular status updates to customers and internal stakeholders, manage escalations, accountable for the financial health of projects
- Continuously seek feedback from customers and identify areas for improvement in Invisors’ delivery of Workday deployment services
- Serve as a customer advocate within Invisors, representing the voice of the customer in internal discussions and decision-making processes
- Facilitate Account Strategy discussions with Workday and Invisors stakeholders to ensure we are providing customers with the best possible outcomes
Requirements:
- Bachelor's degree or equivalent work experience
- 3+ years of experience in customer success, account management, or related customer-facing roles
- Experience with Workday HCM and/or Financials or technology platform strongly preferred
- Familiarity with CRM system and other project management tools
- Excellent communication, interpersonal, and relationship-building skills
- Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment
- Proven ability to build and maintain strong customer partnerships and deliver high levels of customer satisfaction
- Ability to identify and mitigate project risks, and to proactively communicate potential issues to customers and internal stakeholders
- Ability to think strategically and work with customers to find solutions to their individual needs while considering key stakeholders needs
- Demonstrate ability to work independently and as part of a team, with a focus on achieving shared goals
Benefits:
- Flexible working hours
- Professional development opportunities
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