Workday Customer Success Manager, AMS - remote

Company:

Description:

Mercer’s Digital Solutions practice is a certified Workday implementation partner and the digital consulting arm of Mercer, the world’s largest HR consulting firm. Mercer is part of Marsh McLennan, the world’s leading professional services firm in the areas of risk, strategy, and people. Mercer Digital specializes in business and cloud consulting, with a goal of transforming our clients' businesses by leveraging expertise in big data, cloud computing, and enterprise services.

Mercer is seeking candidates for the following position, which can be virtual/remote in the US:

Workday Customer Success Manager, AMS

What Can You Expect?

• A Workday CSM maintains professional relationships with multiple post-production Workday customers, with responsibilities ranging from advisory services, project management, and account management (customer relationship development)

• You will be the day-to-day contact for customers assigned to you and will ensure that the customer is getting the most out of our Application Management Services and, ultimately, the most out of their investment in the Workday product

• The CSM is the face of the AMS organization to the customer and is the customer’s key champion at Mercer Digital

What’s in it for you?

• A company with a strong brand, with experience developing solutions for today’s and tomorrow’s toughest challenges

• You’ll be joining the top Workday partner in the Medium Enterprise space in terms of market share

• The opportunity to make an impact in the lives of our clients’ employees, as a vital part of the global leader in human resources consulting

• Flexible work opportunities for work/life balance

• Competitive pay, generous time-off, and a full benefits package, starting Day 1

We will count on you to:

• Manage a portfolio of customers, managing their expectations, supporting delivery quality and timeliness, ensuring SLA adherence, managing budgets, and partnering with customers on developing their Product Road Mapping to achieve their key objectives in Workday

• Drive toward contract renewals and additional opportunities

• Triage escalated tickets and ensure solution delivery on these tickets; manage escalated situations and ensure a reasonable and appropriate resolution

• Collaborate with consultants on the AMS delivery team in a project management capacity, and conduct quality assurance of delivery

• Be a strategic partner with an understanding of customers’ objectives and advise on alignment of Workday's features and functionality with their overall business needs

What you need to have:

• Minimum 5 years’ experience in a customer-facing services role (client management, customer success management, account management, or project management), with responsibility for issue resolution, advisory, negotiation, and customer growth

• Experience maintaining positive and collaborative relationships across multiple company functions (sales, delivery, support)

What makes you stand out:

• Workday experience a significant plus, either as an implementation or AMS consultant

• Combination of customer success and project management experience

• Experience with a professional services firm implementing Workday for external clients

• Bachelor’s degree in Computer Science, HR, or related area

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 20,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $23 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including