WORKDAY CUSTOMER SUCCESS LEAD
The Customer Success Lead manages the successful delivery of post-implementation Tier 3 services on the aligned platform (Workday) to a group of Strada clients. The Enablement Manager acts as the primary delivery contact to the client, seeks to strengthen client relationships, and works effectively with internal Strada teams in delivery excellence.
Client Relationships & Client Management
* Manage and foster strong relationships with aligned clients (typically 8-12 clients)
* Act as the first escalation point for delivery concerns and new requests
* Partner with the Sales Team and other internal Strada teams in growing existing client revenue and winning new client business
* Ensure adherence to Strada workflow and documentation standards by consultants aligned to the relationship through governance processes and tools such as workflow, hours reports, invoices, audit reports, etc.
* Responsible for all recurring hour renewals and ensuring clients use all the hours that have been allocated to their account
* Maintain annual forecast spreadsheet to ensure accurate reporting of historical revenue as well as forecast of future months
* Provide hours reporting to clients to support client's accrual processes, including running reports on a weekly basis, following up and resolving all discrepancies with resource hours
* Responsible for invoice approvals and the review of the invoices; follow up with clients to ensure payment and coordinate meetings with accounting in the event of a payment discrepancy
* Create and maintain customer scorecards as per platform standard practices
* Assist in developing new tools and processes
Delivery Management
* Manage client delivery through coordination with aligned functional and technical subject matter experts
* Identify out-of-scope tasks; strive to close or complete tasks early or on schedule by maintaining task momentum within internal and client team
* Coordinate and lead internal and/or client-facing meetings needed to prioritize work, deliver tasks, track/report status, address project risks, etc.
* Manage client expectations and resolve gaps through coordination with client stakeholders, Strada's delivery teams, and leadership
* Review and evaluate all client discretionary change requests
* Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead to staff tasks
* Manage small projects as needed
Knowledge, Education, Certification, Skills & Technical Proficiencies
* Bachelor's Degree or equivalent experience in technical, business, or financial discipline
* Application certification as required or preferred according to the platform being supported; in cases where certification is required for the role, candidates that are not certified will be considered but need to pass required certification(s) and ongoing re-certification per platform requirements
* Proven consultative skills to guide client and internal discussions to agreement of solutions in a timely manner
* Ability to be effectively and actively engage on multiple, concurrent projects, and manage competing priorities
* Prioritize and organize increasingly complex work to ensure overall timeliness and quality standards
* Work in a fast‐paced environment and adapt to frequent change
* Proven experience working creatively and analytically in a dynamic environment
* Advanced experience with Excel and PowerPoint
* Problem‐solving skills, including troubleshooting issues and escalating as appropriate
* Strong communication skills, both verbal and written, including clear articulation of complex messages and requirements
* Demonstrates commitment and achievement to delivery excellence and client satisfaction
Work Experience
* 5+ years of account management / service delivery experience in technical solutions delivery (SaaS) (i.e., service delivery of technology solutions to internal and external clients)
* 3+ years of experience working in Human Resources or Human Resources Information System consulting or similar project experience (preferred)
* Experience with Software Development Life Cycle (SDLC) and/or Agile Methodologies
* Experience managing and delivering Enterprise Resource Planning (ERP) solutions
* Experience influencing internal or external clients, leading meetings, and facilitating solutions
* Experience implementing complex, practical business solutions under multiple deadlines
Benefits
* Health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more
* All offers are contingent on successful completion of background checks, where permitted by law and appropriate for the role. Background checks may include identity, education, employment, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. Specific checks applicable to the role and location will be communicated during the recruitment process.
Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you are applying, without the need for visa sponsorship by Strada.
Disclaimer
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of Strada business units.
Equal Opportunity Employer
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.
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