Serve as the primary point of contact and escalation for managed services clients, building trusted, long‑term partnerships.
Act as a strategic advisor, guiding clients on Workday best practices, new features, releases, and optimization opportunities.
Lead client governance activities, including regular check‑ins, Quarterly Business Reviews (QBRs), and roadmap discussions aligned to client business objectives.
Oversee end‑to‑end delivery of Workday managed services engagements, ensuring adherence to SLAs, quality standards, and contractual obligations.
Monitor service performance metrics such as response times, service uptime, backlog health, and customer satisfaction; proactively address risks or deviations.
Ensure appropriate resourcing, workload balancing, and skills alignment to meet client and contractual needs.
Contribute to the sales cycle by supporting RFP responses, renewals, expansions, Statements of Work (SOWs), and change orders related to managed services.
Partner with sales, account leadership, and legal teams to ensure contracts align with delivery capabilities and client expectations.
Prepare and present regular performance and financial reports to clients and internal stakeholders, highlighting key metrics, outcomes, and improvement areas.

5+ years of experience administering, supporting, or managing cloud‑based enterprise application systems, with a strong preference for Workday
Workday implementation and/or post‑implementation (managed services, AMS, optimization, or support) experience
Strong understanding of managed services delivery models, service level agreements (SLAs), and ITIL frameworks
Demonstrated experience supporting client engagements, account management, renewals, and RFP responses in a professional services or consulting environment
Excellent communication and interpersonal skills, with the ability to build trusted relationships with clients and internal stakeholders
Bachelor’s degree in business administration, Information Technology, or a related field (or equivalent practical experience)

medical, dental and vision coverage
401(k) plan with a generous employer match
employee stock purchase plan
generous Paid Time Off policy
paid parental leave and adoption assistance
Wellness Program supports employee total well-being by providing free annual health screenings and coaching, bank at work, and on-site workshops, as well as ongoing programs recognizing major events in the lives of our employees throughout the year

Workday Client Success Manager

Key skills