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Executive Services Lead

2 months ago

Stockholm, Stockholm, Sweden Workday Full time
About the Role

The Executive Services Lead will play a critical role in deepening and expanding Workday's relationship with large global customers. This individual will be responsible for customer happiness, reference-ability of the customer throughout the lifecycle, and identifying up-sell opportunities.

Key Responsibilities
  • Lead and coordinate Workday's efforts across all lines of business (Sales, Pre-Sales, Services, Marketing, Product Management) to orchestrate all Workday parties around a single, clearly articulated, three-year account/opportunity strategy.
  • Ensure three critical elements are in place:
    • A customer validated multi-year engagement roadmap
    • Account & Opportunity Strategy
    • Annual Plan
  • Assist in all phases of the life cycle (pre-sales, initial deployment, and production) executing against the agreed governance model, which includes assigned Executive Sponsors at each phase.
  • Measure growth in Sales and Services revenues, renewal rates, SKU attachment including Financials, and customer happiness.
What You'll Be Doing
  • Orchestrate and own the execution of the account strategy, incorporating sales, services, marketing, product, and support from other Workday organizations.
  • Work closely with the Account Executives in the sales teams, plus the Regional Sales Directors, to ensure appropriate alignment and use of extended customer network.
  • Establish a strong governance model between Sales & Services, with clearly articulated plans to develop new additional pipeline for the business.
  • Accountable for day-to-day activities of Customer Base and Customer Success teams, on the accounts for customers in production.
  • Provide oversight for all rollout activities for customers while in the initial deployment phase - the assigned Engagement Manager will provide day-to-day management.
  • Coordinate all customer-facing functions outside of ticket-generated support requests, and direct implementation activity, including Executive Sponsor Engagement, regular visits to regional HQ (Dublin), and product management design workshops.
  • Find opportunities alongside Customer Base Account Executives and facilitate the journey from pipeline to delivery.
  • Develop long-term C-level relationships; build and lead a strong joint governance model; act as the primary point of escalation (outside of standard ticket process – but will have transparency of all issues).
  • Lead coordinated account planning and ensure Workday's footprint is expanded with involvement of all relevant business areas and partners.
  • Proactively identify customer problems and advise the customer towards self-sufficient Workday solutions.
  • Drive Product and Services adoption and protect Premium Services revenue.
  • Provide leadership around Value Management and Realisation exercise outcomes, enabling connection of the Value Realisation team.
  • Quality Assurance of all Services contract amendments before final release.
Key Objectives
  • Strategic focus on our highest revenue accounts at Executive level.
  • Build account plans to support Workday and our Customers' objectives.
  • Executive management of feature adoption blueprint, to support up-sell opportunities.
  • Partnership and innovation to support Design Partner Initiatives.
  • Improved Executive and individual contributor alignment.