Workday Client Service Lead IV - 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 Workday Client Service Leader IV (CSL IV) is an inspirational leader responsible for managing and leading a high-performing team of Workday CSLs who are responsible for ongoing service delivery and growth across recurring revenue clients. Their key focus areas include profitability maximization, client referenceability and satisfaction, colleague development and leadership, sales support, and practice innovation and optimization. 
 

As a vital member of the leadership team and providing key input to the practice strategy and vision, the CSL IV has primary accountability to understanding market trends and client needs/feedback to define and lead strategic initiatives that drive improvements to service delivery, internal governance, client satisfaction and revenue growth.  The CSL IV ensures consistent execution of ongoing client deliverables and develops strategy for success and growth across portfolio of accounts, leads solutions to complex problems/projects, and drives maximum ROI and value for clients and the firm.

The responsibilities include:
Strategic Vision and Execution:

• Define and coordinate service delivery, methodologies, and processes aligned with market trends and client needs/feedback.
• Drive service delivery process improvement, consistency and clarity across the business
• Collaborate across global Workday and Strada operations to drive consistency and adherence.

Client-Centric Approach:

• Foster a client consulting mindset within the team to drive growth in client relationships and achieving client outcomes.

Market Insights and Innovation:

• Understand market drivers and trends to optimize revenue and profitability.
• Focus on innovation, delivery efficiency, automation, and methodology enhancements.

Sales Alignment:

• Collaborate with Sales & Solutions teams to drive revenue.
• Creatively model service delivery efforts and engage in client conversations about our strategy.

Profitability Maximization:

• Implement innovation and initiatives that increase profitability.
• Align hiring strategy with profitability targets, practice needs, and revenue forecasts.
• Responsible for portfolio revenue and margin obtainment.

Client Engagement and Workday Expertise:

• Speak to clients about Workday trends and Alight best practices.
• Provide input to overall practice strategy and lead vision-aligned initiatives.
• Serve as Executive Sponsor on engagements needing additional governance and strategic support.
• Support activities that allow for voice of client and feedback to drive the strategic direction of the practice in support of meeting expectations and client desired outcomes

Colleague Development and Leadership:

• As leader of Client Service Leaders, create an engaging environment focused on delivery excellence
• Support continuous growth and effective coaching for future leaders.
• Champion global product and process education for effective client consultations.
• Develops and cascades appropriate goals and OKRs that align to the overall strategic direction and vision.

Account Management and Retention:

• Cultivate long term partnerships and serve as trusted advisor with clients, acting as their primary point of contact and single point of accountability for services and escalation. Responsible for customer satisfaction with delivery of Payroll, cloud