Workday Customer Success Manager, AMS

Company:

Description:

 We are seeking a talented individual to join our Mercer Digital team at Mercer. This role can be remote.  

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. 

Workday Customer Success Manager, AMS 

We will count on you to: 

Focus on Client Retention and Satisfaction by:  

• Building strong, trusted relationships with client stakeholders across HR, Finance, and IT. 

• Proactively engage clients through regular check-ins, executive business reviews, and strategic planning sessions. 

• Ensure service delivery is aligned with client expectations, identifying risks and driving resolution quickly. 

• Monitor service performance and satisfaction metrics, leading remediation plans as needed. 

Focus on Revenue Expansion by: 

• Identifying opportunities for upselling and cross-selling additional AMS services, Workday modules, or project-based work. 

• Collaborating with Sales, Service Delivery, and Solution Architects to shape value-added proposals. 

• Participating in renewal conversations, ensuring smooth contract continuity and driving multiyear retention strategies. 

Focus on Strategic Account Management by: 

• Serving as the voice of the customer internally, influencing delivery strategy and product development. 

• Maintaining a deep understanding of each client’s business goals and Workday roadmap. 

• Supporting customers in adopting new Workday features, maximizing ROI from bi-annual releases and system enhancements. 

Focus on Internal Collaboration & Leadership by: 

• Partnering closely with AMS Consultants, Project Managers, and Operations to ensure seamless service execution. 

• Participating in internal planning and forecasting for your book of business. 

• Sharing customer insights and best practices to contribute to the continuous improvement of the AMS program. 

What you need to have: 

• Minimum 3 years experience in a customer-facing services role (client management, customer s