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.

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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

• Application certification as required or preferred according to the platform being supported; in cases where certification is required for the role, candidates that are not certified will be considered for the role but they will need to successfully pass any required certification(s) as well as on-going successful re-certification per platform requirements

• 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 so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

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 Strada business units.

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