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

Overview

Job Location:
Newco-US-FL-Florida-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.

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.

 

The 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.

Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion
Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement
Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
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We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

128,100 USD

Maximum :

203,300 USD

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Strada also offers a comprehensive benefits package; for specific details on our benefits package, please visit: https://bit.ly/3Viqv69

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.