Handling overall responsibility for managing the customer relationship in North Asia (Hong Kong, China, Taiwan, Macau)
Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities
Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments
Developing programs focused on enhancing the customer’s life in production
Monitoring and facilitating the customer’s adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products
Leveraging customer relationships as needed for prospect references
Prioritising and driving resolution on escalated customer issues
Required Skills / Experience :
Fluent in English and Cantonese / Mandarin is essential
Proven Account management / strategic planning experience
Provide guidance on strategic IT Roadmaps
Ability to engage at C-Level
Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels
Experience with Human Capital Management (HCM), Financial Management, Business Intelligence or other ERP applications.
Proven ability to collaborate and build strong relationships with customers especially at the Executive level
Proven ability to engage across corporate functions (Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinar
Expected results within 12-24 months :
After receiving initial training / onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services.
We expect that you self-sufficiently manage a combination of 20-25 customer large and medium enterprise accounts within the North Asia region.
We expect you to actively ensure there is a roadmap in place for each of your accounts, including the identification of any upsell opportunities.
We expect you to have timely executed standard customer meetings and reviews for your defined accounts, as agreed.
We expect you to reach or exceed annual customer satisfaction targets and other than current defined Key Performance Indicators (KPIs).