Workday - Seattle, WA
posted about 1 month ago
Full-time - Mid Level
Seattle, WA
Publishing Industries
About the position
The Senior Product Manager for Customer Success Lifecycle Playbooks at Workday is responsible for defining and enhancing the customer engagement strategy throughout their lifecycle. This role focuses on creating and maintaining resources that empower Customer Success Managers (CSMs) to deliver consistent and effective customer experiences. By analyzing current touchpoints and designing ideal customer experiences, the position plays a critical role in ensuring that customers derive maximum value from Workday's offerings.
Responsibilities
- Understand customer touchpoints, including handoffs, and build standardized lifecycle management processes and playbooks.
- Build and maintain customer-facing content that is used to deliver lifecycle engagements and ensure that key information is communicated effectively.
- Build job aids that provide operational clarity and reduce onboarding time for new CSMs, ensuring that standard processes are followed.
- Collaborate cross-functionally to ensure that playbooks and templates remain aligned with product updates and evolving customer needs.
- Conduct research and discovery for specific touchpoints and lifecycle stages to understand industry standard benchmarks and leading practices.
- Translate customer feedback data and survey results into program attributes that drive new customer impact and outcomes.
- Define, prioritize and implement requirements for improving the customers' experience with the Success organization.
- Develop persuasive communication and storytelling materials that highlight how a customer moves through lifecycle stages.
- Build evaluation methods and measurement plans to assess changes made to Success touchpoints within the customer lifecycle.
- Evaluate the efficacy of programs with ongoing metrics analysis and provide improvement recommendations with strong rationales.
Requirements
- 4+ years of Customer Success, Customer Experience, Customer Insights, or Market Research experience in a SaaS, technology, or B2B company.
- Experience setting up and running a success lifecycle mapping program including the development of lifecycle playbooks for Customer Success.
Nice-to-haves
- Strong design and operational implementation skills - this is a doing role!
- Expertise in onboarding, adoption, retention, and expansion strategies.
- Familiarity with integration of CS tools (e.g. Gainsight) with other enterprise software (e.g. Salesforce).
- Ability to use automation for scaling customer success processes.
- Experience working with research methodologies and customer lifecycle analytics.
- Able to objectively interpret research, extract insights, and communicate in a motivating way.
- Drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization.
Benefits
- Flexible work schedule with a hybrid model allowing three days in the office and two days remote.
- Employee referral program.
