Job Description

Position:

Professional Services Customer Services Lead (CSL)

Location:

UK or Ireland

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.


With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.


It's why we're so driven to connect passion with purpose. Our team's experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.


With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.


To learn more about us, visit stradaglobal.com

The Role:

The Customer Services Lead is accountable for global Customer Care and Cloud Services Support (AMS) clients, ensuring that the assigned accounts can leverage value from their Strada solutions, are aligned to their business and HR strategies and are enabled by their Cloud HCM platform.


The key outcome of the role is to accelerate client time to value and long-term satisfaction, by championing the client's needs with a transformation approach. This includes leveraging the innovation from the Cloud HCM platform delivered by the vendor, being a trusted advisor by fronting the service delivered by the internal teams at Strada and coordinating the engagement for measurable impact.


The CSL provides a Business Partner style approach through the utilisation of HR advisory / consulting methods, to face back into Strada and challenge us to be proactive and agile with the goal of delighting the customer. This means the CSL needs a high level of knowledge of all the services that Strada can offer and excellent relationship management skills both internally and externally, to bring about the impact that our clients expect.


This is a dual aspect role with the goal of maximizing customer retention while driving increased revenue, identifying and driving the achievement of expansion opportunities through the deep and valued relationships developed with the client, across multiple stakeholders in HR and IT.

Key Responsibilities:

Focus on making things happen and create a confident and collaborative environment. Sets the tone for our internal teams and brings the best of Strada to our clients. Take accountability for the account's end-to-end success Work with the Strada Account Executive to develop a deep understanding of client's strategy and objectives and drive use of our solutions to drive the achievement of those objectives through a measurable forward success plan agreed with the client. Gather baseline metrics and work with client to ensure, calculate and demonstrate success through annual planning and evaluation. Ensure that services provided adhere to the contractual framework of the contract, by producing regular reports and analysing both client and Strada data Monitor SLA targets to ensure that the Strada support teams are providing a high level of support according to the contractual agreement Manage and conduct regular Operational meetings with stakeholders at all levels (in person and via Teams) Connect with key team members of the Strada support teams to ensure a streamlined service and act as the 'voice of the customer' internally Produce Change Orders, Statements of Work and other formal documentation Manage the transition from project phase into BAU, with the support of other internal project and support teams Use ServiceNow to produce reports, dashboards and to extract useful MI information for client reporting Participate in internal meetings to create RFP responses along with the Strada Sales and Account Management teams Act as a point of escalation for the client, including with third parties such as SAP and Workday Partner with internal teams to develop successful account expansion strategies within clients. Develop a wide knowledge of Strada products and services to enable successful focus on client success through driving the adoption of new products, tools and processes whilst driving revenue and ensuring our Customer Service Lead roles become self-funding through revenue generation. Be the client's strategic expert and trusted advisor through sharing industry trends, best practices, competitive insights and product roadmaps and visions for their solution landscapes. Able to balance advisory and strategic needs as much as technical and functional need. Coordinate change and enhancement requests and act as the escalation point internally to ensure clear tracking of issues which may impact on client satisfaction. Manage the client's usage of contractual change hours in partnership with the AMS team Coach clients to ensure they are leveraging all available resources to immerse themselves in the capabilities they have available from their landscape. Contribute to the feedback loops for Strada's product development teams to ensure that our product strategy is meeting client needs and future products are designed with client needs in mind from the outset. Work towards the creation of validated case studies to enable business growth through our clients advocating on our behalf.

Essential Criteria:

Background in HR systems (ideally but not restricted to SuccessFactors or Workday) Experience of reading and interpreting contractual documentation Relationship building with clients at all levels, from operational teams to C-Suite level Presentation skills Ability to manage and influence teams Strong communications skills and professional demeanour Flexibility and time management skills Strong data analysis skills Strong skillset in Microsoft products, particularly Excel and PowerPoint Understanding of the following processes:


+ Incident management
+ Change management
+ Problem management
+ Release management

Desirable Criteria:

Knowledge of ServiceNow ITIL Foundation v4.0 qualification Experience of team management, as a Line Manager or Matrix manager Transition management from project to BAU IT consultancy or support experience Commercial experience of HRIS and Payroll systems

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.


By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.


At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.


Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.


Note, this job description does not restrict 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.


#LI-Remote


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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