Workday Customer Success Lead

Join us on a journey of endless possibilities
At Strada, possibility isn’t just a promise - it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.
With the support, resources, and opportunities we provide, you’ll build a fulfilling future - working on meaningful projects that span industries and regions, contributing to outcomes that matter.
Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology - helping organizations grow and enabling workforces to perform at their best.
WORKDAY CUSTOMER SUCCESS LEAD
**Job Summary**:
The Customer Success Lead manages the successful delivery of post-implementation Tier 3 services on the aligned platform (Workday) to a group of Strada clients. The Enablement Manager acts as the primary delivery contact to the client, seeks to strengthen client relationships, and works effectively with internal Strada teams in delivery excellence.
**Client Relationships & Client Management**:
Manage and foster strong relationships with aligned clients (typically, 8-12 clients)
Act as the first escalation point for delivery concerns and new requests
Partner with the Sales Team and other internal Strada teams in growing existing client revenue and winning new client business
Ensure adherence to Strada workflow and documentation standards by consultants aligned to the relationship through governance processes and tools such as workflow, hours reports, invoices, audit reports, etc.
Responsible for all recurring hour renewals and ensuring clients use all the hours that have been allocated to their account
Maintain annual forecast spreadsheet to ensure accurate reporting of historical revenue as well as forecast of future months
Provide hours reporting to clients to support client's accrual processes, this includes running reports on a weekly basis, following up and resolving all discrepancies with resource hours
Responsible for invoice approvals and the review of the invoices; follow up with clients to ensure payment and coordinate meetings with accounting in the event of a payment discrepancy
Create and maintain customer Scorecards as per platform standard practices
Assist in developing new tools and processes
**Delivery Management**:
Manage client delivery through coordination with aligned functional and technical Subject Matter Experts
Identify out of scope tasks; strive to close or complete tasks early or on schedule by maintaining task momentum within internal and client team
Coordinate and lead internal and/or client-facing meetings needed to prioritize work, deliver tasks, track/report status, address project risks, etc.
Manage client expectations and resolve gaps through coordination with client stakeholders, Strada’s delivery teams, and leadership
Review and evaluate all client discretionary change requests
Allocate the appropriate resources to tasks by working with the resource manager, domain lead, team lead or knowledge area lead to staff tasks
Manage small projects as needed
Knowledge, Education, Certification, Skills & Technical Proficiencies
Bachelor's Degree or equivalent experience in technical, business, or financial discipline
Proven consultative skills to guide client and internal discussions to agreement of solutions in a timely manner
Ability to be effectively and actively engage on multiple, concurrent projects, and manage competing priorities
Able to prioritize and organize increasingly complex work to ensure overall timeliness and quality standards
Ability to work in a fast-paced environment and to adapt to frequent change
Proven experience working creatively and analytically in a dynamic environment
Demonstrates advanced experience with Excel and PowerPoint
Exhibits problem-solving skills, including troubleshooting issues and escalating as appropriate
Strong communication skills, both verbal and written, including clear articulation of complex messages and requirements
Demonstrates commitment and achievement to delivery excellence and client satisfaction
Work Experience
5+ years of account management / service delivery experience in technical solutions delivery (SaaS) (i.e. - service delivery of technology solutions to internal and external clients)
3+ years of experience working in Human Resources or Human Resources Information System consulting or similar project experience (preferred)
Experience with Software Development Life Cycle (SDLC) and/ or Agile Methodologies
Experience managing and delivering Enterprise Resource Planning (ERP) solutions
Experience influencing internal or external clients, leading meetings, and facilitating solutions
Experience implementing complex, practical business solutions under multiple deadlines
**At Strada, our values guide everything we do**:
Anticipate Customer Needs - We stay ahead of trends