Program Manager, Digital Customer Success
Location
Pune | India
Job description
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 & Scale Customer Success (DSCS) organization has recently formed to support Workday's continued effort to scale and further advance our customers' experience. This team drives adoption, increases customer value, and mitigates 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 Program Manager, Digital Customer Success is responsible for monitoring, iterating and maintaining digital success programs that ensure outstanding customer experiences and satisfaction. They will partner closely with teams like education, product, marketing, and customer success globally to ensure we deliver cohesive and compelling experiences that our customers love. 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.
About You Basic Qualifications
- 3+ years of direct experience in SaaS Customer Success, Customer Experience, Customer Success operations, or Customer Marketing
- 2+ years of hands-on experience as program manager, business analyst, or similar roles with a consistent track record of improving customer adoption, health and retention
- Experience managing global customer facing programs within Customer Success, Customer Experience, or Customer Marketing
- Strong project management skills, ensuring the efficient coordination and execution of tasks to meet project objectives and deadlines
- Excellent writing skills with the ability to create compelling and engaging customer experiences
- Excellent communication skills (verbal and written) with an ability to communicate at all levels, raise program issues, and mitigate project risks
- Expertise identifying trends through data analysis and turning insights into actionable outcomes
Other Qualifications - Excellent interpersonal skills and ability to work effectively across departments and global teams
- Superior proofreading and copy editing skills
- Sophisticated knowledge of HTML coding
- Consistent track record of crafting compelling and impactful customer engagements applying marketing and branding principles
- Ability to work in a fast-paced environment and go above and beyond to meet committed goals on deadline
- Intellectual curiosity, with a focus on optimization and continuous improvement through a test, lear, and iterate mentality.
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!
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