Workday Client Service Leader II – Aka Sr Enablement Manager or Customer Success Sr Manager

Workday Client Service Leader II – Aka Sr Enablement Manager or Customer Success Sr Manager

Requirements

• Bachelor’s Degree or equivalent experience in technical, business, human resources, or financial discipline
• Over 5 years’ experience in professional services, technical project management, or managing functional teams as part of an HR/Finance systems implementation is preferred
• Experience in Customer retention strategies and activities will provide the right base for this critical mission
• Experience with Workday or equivalent platform is preferred
• Experience in the Customer Operations lifecycle from Customer acquisition through project management, deployment/provisioning and support (preferred)
• Experience with a ticket management software is a plus
• Requirements gathering methodology and experience with Agile processes (preferred)
• Understanding of Application development and Release Management processes in the Cloud (preferred)
• Proven experience working creatively and analytically in a dynamic environment
• Self-starter; Takes initiative to build skills in other areas by leveraging available resources
• Experience implementing complex, practical business solutions under multiple deadlines
• Proven consultative skills to guide client and internal discussions to agreement of solutions in a timely manner
• Superior team organizer and lead, with the ability to coordinate and motivate technical staff
• Ability to travel up to 20%
• Prior Workday experience or Workday certification is preferred

Responsibilities

• 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

Preferred Qualifications

• Experience with a ticket management software is a plus
• Requirements gathering methodology and experience with Agile processes (preferred)
• Understanding of Application development and Release Management processes in the Cloud (preferred)
• Prior Workday experience or Workday certification is preferred