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

Alight Solutions; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Client Service Leader II to manage strategic client partnerships and ensure high-quality service delivery. This role involves leading governance meetings, managing client expectations, and driving process improvements. With a focus on consultative engagement, you will work closely with internal teams to enhance client experiences and support their business objectives. Join a dynamic organization that values diversity and offers a comprehensive rewards package, including health benefits and professional development opportunities.

Benefits

Health coverage options

Wellbeing and support programs

Retirement plans

Vacation and sick leave

Continuing education and training

Maternity, paternity & adoption leave

Qualifications

• 5+ years in professional services or technical project management preferred.
• Experience with Workday or equivalent platform is a plus.

Responsibilities

• Lead a portfolio of 2-3 strategic clients and manage client partnerships.
• Act as the first escalation point for AMS delivery concerns.

Skills

Customer retention strategies

Consultative skills

Project management

Agile processes

Application development

Education

Bachelor’s Degree in technical, business, human resources, or financial discipline

Tools

Workday

Ticket management software

Job description

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 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

1. Provide senior leadership to a portfolio of clients (typically, 2-3 strategic or high-potential clients).
2. Proactively build partnership and bring the best of Strada to our clients through consultative engagement.
3. Participate in and/or lead client governance meetings as required; produce required documentation & metrics including reporting out on Service Level Agreements (SLAs).
4. Maintain client roadmaps in partnership with clients and internal key stakeholders.
5. Act as the first escalation point for AMS delivery concerns and new requests.
6. Provide direction and guidance internally to less experienced colleagues by directing and reviewing their deliverables.
7. Identify areas of internal process improvement and work with internal resources to implement change.
8. Liaise between business, technical, and sales stakeholders to build relationships and grow services.
9. Participate in or manage customer projects to ensure on-time, quality, and successful delivery of service.
10. Assist in developing new tools and processes.
11. 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.
12. Manage the client change request process and client delivery through coordination with key stakeholders.
13. 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.
14. Manage client expectations and resolve gaps through coordination with client stakeholders, Strada’s delivery teams, and AMS leadership.
15. Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead, or knowledge area lead.

The Requirements

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

Additional Information

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 SSN/SIN validation, education verification, employment verification, 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.

Diversity and Inclusion Commitment

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.

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.

Equal Opportunity Policy

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 law. We also take affirmative action to employ and advance qualified minorities, women, disabled persons, disabled veterans, and other covered veterans.

Accommodation Policy

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 may request accommodations by contacting their recruiter.

Work Authorization

Applicants must have work authorization in the country of employment that does not require sponsorship now or in the future.

Note

This job description does not restrict management's right to assign or reassign duties and responsibilities to other entities, including subsidiaries, partners, or purchasers of Strada business units.