Delivery Operations role in a BPO overseeing client service delivery and team management. Responsible for operational excellence and client satisfaction in a fast - paced environment.
About the role
- Managing Partner in Workday's Government practice responsible for Federal Government customer success. Orchestrating executive relationships and successful deployment of Workday solutions for strategic accounts.
Responsibilities
- Responsible for the overall success of an assigned group of highly valued and strategic deploying and production Federal Government customers.
- Orchestrates the development and maintenance of executive relationships.
- Takes accountability for the successful deployment of the Workday solution.
- Positions additional value into a customer portfolio.
- Ensures customers consume the components of their Success Plan.
- Encourages an effective reference motion.
- Accomplishes outcomes in collaboration with internal sales, consulting, and product teams.
- Measures success on customer satisfaction, subscription revenue retention, & subscription revenue growth.
Requirements
- 10+ years’ experience deploying large, sophisticated Cloud SaaS ERP (HCM and/or Fins) solutions at a project and program manager level within the Federal Government and/or State & Local Government market
- 8+ years of developing and maintaining C-level relationships resulting in successful partnerships and strategic alignment
- 2+ years direct experience with a cloud-native HR and/or Finance software (such as Workday, SuccessFactors, NetSuite, or a similar product) as an implementation leader, business function owner, hands-on configuration resource, or workmate
- Experience and active networks within the Federal Government market. Similar exposure to State & Local Government considered a benefit
- Excellent stakeholder management skills, including the ability to identify key stakeholders, understand their needs, and effectively communicate and engage with them to build strong relationships and achieve organizational objectives, are vital.
- Ability to empower and lead a matrixed team of individuals at multiple levels within an organization
- Ability to manage and prioritize multiple customers’ demands balancing customer satisfaction with revenue and profitability targets
- Have a dedication to continuous improvement in the way we serve our customers
- Proven ability to develop and implement effective account strategies focused on building strong client relationships, identifying growth opportunities, and driving customer retention and revenue, is essential.
- Strong customer insights skills, with the ability to analyze customer data, identify trends, and provide actionable recommendations to improve customer satisfaction and inform business strategies, are highly valued.
- Exceptional relationship management skills are crucial, with a focus on building and maintaining strong relationships with clients, partners, and colleagues to foster collaboration, loyalty, and a positive work environment.
- Strong account planning skills, with the ability to analyze customer needs and develop targeted sales and marketing strategies to drive customer retention and revenue growth, are highly valued.
- Demonstrated credibility, built on honesty, expertise, and consistent communication to foster trust and confidence with stakeholders, is critical for success in this role.
- Strong customer engagement skills, with a focus on building relationships, driving customer satisfaction, and utilizing effective communication strategies to increase retention and sales growth, are essential.
- Strong ability to identify and understand customer needs through market research, feedback analysis, and problem-solving to inform product development, marketing strategies, and customer service improvements, is essential.
- Ability to travel up to 50%
Benefits
- Workday Bonus Plan
- role-specific commission/bonus
- annual refresh stock grants
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