Lifecycle Campaign Manager - Digital Customer Success

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 Customer Success (DCS) team has recently formed to support Workday's continued effort to scale and further advance our customer's experience. This newly established team will drive adoption, increase value, drive customer advocacy, and mitigate 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 role of the Lifecycle Campaign Manager is to collaborate closely with cross-functional teams and is responsible for building and delivering amazing omnichannel post-purchase customer engagements. This critical role is delivering best-in-class communications supporting digital lifecycle experiences, such as onboarding, adoption, and renewal programs.
The ideal candidate has hands-on skills & expertise with email automation tools and features like journey builders, personalization tools and customer segmentation platforms. You have a keen ability to understand business requirements and deliver high quality work. You will work closely with customer experience, marketing, operations, and systems teams to bring compelling digital programs to life.
Key Responsibilities:

• Develop integrated messaging, campaigns and journeys in email, push, Community and other emerging channels.
• Create new customer communications based on the requirements of digital success roadmap
• Write creative briefs aligned to digital success programs and handle feedback processes with key partners to build compelling digital assets that drive adoption and retention.
• Ensure that our brand voice and aesthetic are reinforced through design and copy choices, and implemented in a way that increases adoption, customer value, and the ability to retain customers.
• Support the execution and growth of an omni-channel Digital Customer Success strategy, including email, in-tenant, chat, and new emerging channels.
• Maintain, update, and create triggered and transactional communications and notification, ensuring events are firing correctly, content is rendering appropriately across different email and device clients, links are functioning as expected, and messaging aligns with the customer journey.
• Collaborate and implement program improvements for broader lifecycle initiatives including referrals, loyalty programs, subscriber retention, and blog content.
• Build and maintain integrations between systems like Marketo, Salesforce, Gainsight, etc, to improve target audience, internal visibility, and governance.
• Lead requesting additional data flows in or out of the different data centers to deliver on desired customer communication goals.
• Run deliverability rates, bounce/block reports and constantly iterate and approve.
• Monitor and report on performance of channels and A/B tests of campaigns, finding opportunities for improvement based on engagement, deliverability, etc.

About You
Basic Qualifications

• 5+ years of experience in a similar lifecycle engagement role, with a specific focus on building campaigns for Customer Success / Customer Experience organization driving customer adoption and retention
• 5+ years experience of proofreading and copy editing
• 2+ years of experience with marketing automation and Customer Success systems like Marketo, Gainsight, Salesforce, Adobe Experience Manager, and others
• 2+ years of experience working in an environment with HTML coding, automated customer journeys, A/B testing and audience queries.

Other Qualifications

• Strong attention to detail, especially under pressure
• Proven knowledge/understanding of marketing methodologies and customer experience frameworks including accessibility requirements, client limitations (Outlook, Gmail, etc), and device limitations.
• Excellent interpersonal skills and ability to work optimally across departments and teams
• Analytical, data driven approach with knowledge of email performance metrics and calculations and experience with business intelligence tools such as Tableau.
• Excellent writing skills with the ability to create compelling and engaging customer experiences
• Experience in the SaaS industry
• Experience producing lifecycle marketing campaigns for Customer Success, Customer Experience, or similar functions
• Well organized and able to prioritize amongst numerous projects and tasks
• 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.

Workday Pay Transparency Statement - United States
The annualized base salary ranges for the primary location and any additional locations in the United States (US) are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.
Primary Location: USA.CA.Pleasanton
Primary Location Base Pay Range: $135,100 - $202,700
Additional US Location(s) Base Pay Range: $107,500 - $202,700
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.
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.
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