Workday Client Service Lead

Strada Global•, IL

1d•$113,820 - $211,380•Remote

About The Position

The Client Service Leader 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 Client Management: · 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. Delivery Management: Manage the client change request process and coordination with Release Manager and/or other internal stakeholders Manage delivery within the capacity allocated within the contracts; adhere to Strada Release Management best practices & policies; perform monthly variance analysis Manage client delivery through coordination with aligned functional and technical SMEs, assessment and confirmation of work alignment to scope and engagement with internal and client teams to maintain task momentum and delivery timelines 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 leadership Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead

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.
Manage the client change request process and coordination with Release Manager and/or other internal stakeholders
Manage delivery within the capacity allocated within the contracts; adhere to Strada Release Management best practices & policies; perform monthly variance analysis
Manage client delivery through coordination with aligned functional and technical SMEs, assessment and confirmation of work alignment to scope and engagement with internal and client teams to maintain task momentum and delivery timelines
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 leadership
Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead