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Workday HCM Customer Success Manager

Location: The Woodlands, Texas, United States

Secondary Locations: Dallas,Texas,United States;

Company: Mercer

Job ID R_064370-en

HCM Customer Success Manager

An experienced Workday HCM Project Manager and/or Workday HCM Senior Consultant who can maintain professional relationships with 13-18 post production Workday Customers.

The role includes a hybrid of responsibilities ranging from advisory services, project management, and account management (customer relationship development).

The resource in this position is the day to day contact for the customers they are assigned to and ensure that the customer is getting the most out of our Tenant Management Services and, ultimately, getting the most out of their investment in the Workday product.

The CSM is the face of the TMS organization to the customer and the customer’s key champion at Mercer Digital. Considering the role has the high-level responsibility of customer success, there is a wide range of position duties and expectations including:

  • Manage the relationship with up to 13-18 customers
    • Manage customer expectations
    • Support delivery quality and timeliness
    • Ensure SLA adherence
    • Manage budgets by customer
    • Partner with Customer on developing their Product Road Mapping and achieving their Key Objectives in Workday
    • Drive toward contract renewals and additional opportunities
    • Triage escalated tickets and ensure solution delivery on these tickets
    • Manage escalated situations and ensure a reasonable and appropriate resolution
    • Establish regular communication cadence with customers
  • Collaboration with consultants on the TMS delivery team in a Project Management capacity
  • Quality Assurance of delivery (Collaborate internally to improve processes and procedures)
  • Delivery Support

Position Requirements

  • Workday Project Management certified (preferred)
  • Workday HCM certified
  • 1-2 years Configuration or Project Management experience (Customer Facing)
  • Excellent communication skills
  • Solid overall understanding of the Workday framework and the relationships between modules

---Preferred Experience---

  • Exposure to escalated situations
  • People/Team Management Experience
  • Ticketing System experience (Zendesk, Jira, Freshdesk,, ServiceNow, etc.)
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