Workday Client Service Leader II (aka Sr Enablement Manager or Customer Success Sr Manager) Virtual

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com
 

The Client Service Leader II is responsible for steady-state, production cloud environments for our customers. Manages the client partnership to strategic and high growth potential AMS clients. The CSLII communicates and directs priority of work based on client business objectives internally and interfaces directly with key internal stakeholders including Operations, Senior Leaders, & Consultants (onshore and offshore). Serves as a conduit for issues within the Workday application and consults on new enhancements and functionality to meet customer business needs. This consists of acting as the primary contact for clients, providing high-touch, and direct customer service. 

The Role

·       Provide senior leadership to a portfolio of clients (typically, 2-3 strategic or high-potential clients)

·       Proactively build partnership and bring the best of Strada to our clients through consultative engagement

·       Participate in and/or lead client governance meetings as required; produce required documentation & metrics including reporting out on Service Level Agreements (SLAs)

·       Maintain client roadmaps in partnership with clients and internal key stakeholders.

·       Act as the first escalation point for AMS delivery concerns and new requests.

·       Provides direction and guidance internally to less experienced colleagues by directing and reviewing their deliverables. 

·       Identify areas of internal process improvement and work with internal resource to implement change. 

·       Liaise between business, technical, and sales stakeholders and contacts to build relationships and grow services

·       Participates in or manages customer projects to ensure on-time, quality, and successful delivery of service.

·       Assist in developing new tools and processes.

·       Ensure adherence to AMS workflow & documentation standards by consultants aligned to the relationship through governance processes and tools such as workflow, hours reports, invoices, audit reports, etc.

·       Manage the client change request process and client delivery through coordination with key stakeholders.

·       Coordinate and lead internal and / or client facing meetings needed to prioritize work, deliver tasks, track / report status, address project risks and other actions as needed.

·       Manage client expectations and resolve gaps through coordination with client stakeholders, Strada’s delivery teams and AMS leadership.

·       Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead.