Senior Director, Customer Success - UKI

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

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

The Senior Director, Customer Success - UKI is an integral senior leader responsible for driving customer success across the UK and Ireland, contributing to and ensuring the implementation of global customer strategies and initiatives that deliver significant business impact and growth for Workday customers.

This person will lead and develop the UKI Customer Success team, driving regional strategies aligned with Workday's global vision. Requires deep UKI market and macroeconomic expertise, strong leadership skills, and a proven record of execution. Fosters a culture of customer-centricity, operational excellence, and accountability.

Reporting to the Vice President, Customer Success EMEA, the Senior Director plays a critical role in driving Workday adoption and enhancing customer outcomes, ensuring Workday maintains its position as a leader in customer success and value realization in this key region. You have a strategic attitude, strong executive presence, and the ability to orchestrate sophisticated customer engagements in collaboration with Sales, Services and Product.

Responsibilities:

• Champion the customer success vision for the UKI region, ensuring alignment with the UKI and wider EMEA Sales Organisation, as well as Workday's overall strategic objectives.

• Implement a comprehensive customer success strategy for the UKI market, considering regional nuances and customer needs.

• Stay informed about market trends, competitive landscape, and regulatory changes within the UKI region to proactively adapt strategies.

• Drive accountability and performance through talent management initiatives, including recruitment, onboarding, training, and performance management, to build a high-performing team.

• Champion a culture of collaboration, high performance, and continuous development.

• Build and maintain positive relationships with key customer influencers including executive sponsors and decision-makers.

• Collaborate effectively with Customer Operations, Global Revenue, Product and Technology and Marketing, and other cross-functional teams to ensure a seamless customer experience and drive customer success.

• Serve as a trusted advisor to UKI customers, providing strategic mentorship and support to help them achieve their business objectives.

• Monitor and analyze key performance indicators to track progress, identify areas for improvement, and drive continuous improvement.

• Drive operational diligence and efficiency within the UKI customer success organization, optimising processes and utilising standard methodologies.

• Analyse customer health metrics, identify potential churn risks, and implement proactive strategies to mitigate those risks.

About You

Basic Qualifications:

• Proven track record of leading and scaling high-performing customer success teams within a SaaS or technology environment.

• 10+ years proven experience working with customers within the UKI region.

• 10+ years account management skills in leading customers and providing customer support

Other Qualifications

• Strategic leader with a deep understanding of customer success principles, methodologies, and standard processes, capable of developing and implementing impactful strategies

• Ability to identify and ameliorate risk across a wide range of customer implementations.

• Outstanding leadership, communication, and interpersonal skills, enabling effective collaboration and team building.

• Adept at leading and influencing individuals at all levels, with a demonstrated history of successful partnerships with C-suite executives.

• Skilled in analysing data and translating it into actionable insights to drive effective decision-making.

• Knowledge of Workday products is preferred.

• Thrives in dynamic environments, managing change with agility and resilience.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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