Customer Success Tech-Touch Specialist

Customer Success Tech-Touch Specialist

Workday | Pune, MH, IN

Posted a month ago

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Do what you love. Love what you do.
At Workday, we help the world's largest organizations adapt to what's next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we're serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
About the TeamThe Specialized Customer Success team is driven by an excitement for our products and a desire to help our customers have an outstanding experience with our solutions. We're a group of hard-working professionals, with a diverse mix of experience and backgrounds, located across the United States, EMEA and APJ. Our team promotes Workday's core values with a strong dedication to our employees.
About the Role
You will act as the primary owner of a base of tech-touch customers and create a customer lifecycle journey for customers in this group. You will be amongst the first tech-touch customer managers in this relatively new role, and therefore be able to help develop and craft the strategy. You will be responsible for the research, planning, coordination and execution of launching tech-touch customer success service programs to drive on-boarding, engagement, renewal, and expansion. Drawing on usage data and other information, you will craft a segmented approach to engaging and providing self guided solutions to tech touch customers. Once established, you'll continue to optimize the tech-touch program and monitor measures to understand how we're doing and how we can learn and improve. You will also program manage and collaborate cross-functionally and drive execution, in particular with the Gainsight team and the broader Customer Success team.
You will help our tech-touch customers feel valued and supported through targeted emails, health scores, usage triggers etc - creating a tailored yet scalable approach to customer success of this segment of customers.
You'll have the opportunity to collaborate cross functionally and support your teammates on projects and through knowledge sharing. You'll contribute to the product input feedback process to ensure constant and valuable customer input is available to the team and advocate and prioritize as required.
About You
Basic Qualifications
2-3 years relevant work experience in a Customer Success Tech Touch or Project Management role
Other qualifications
Experience with Gainsight and is highly preferred
Motivated to learn and grow knowledge around all aspects of a successful product, project and transformational change in organizations
Strongly interested in technology and software development
Good interpersonal skills internal and external, written and verbal communication are important in this role
Ability to present and interact with business teams with ease and integrity
Analytical and process oriented
A desire to incorporate feedback and personally grow as a team member, leader
Are you being referred to one of our roles If so, ask your connection at Workday about our Employee Referral process!