Workday Customer Success Manager, Americas

1 Month ago • 3 Years + • Customer Service • $90,000 PA - $180,000 PA

Job Summary

Job Description

We are seeking a talented individual to join our Mercer Digital team. This role focuses on client retention and satisfaction by building strong relationships with stakeholders, proactively engaging clients, ensuring service delivery alignment, and monitoring service performance. The role also emphasizes revenue expansion through identifying upsell/cross-sell opportunities, collaborating on proposals, and participating in renewal conversations. Strategic account management involves serving as the voice of the customer internally and understanding client business goals. Internal collaboration with consultants, project managers, and operations is key for seamless service execution and continuous improvement of the AMS program.
Must have:
  • Minimum 3 years experience in a customer-facing services role
  • Responsibility for issue resolution, advisory, negotiation, and customer growth
  • Experience maintaining positive relationships across multiple company functions
Good to have:
  • Workday experience is a significant plus
  • Combination of customer success and project management experience
  • Experience with a professional services firm implementing Workday for external clients
  • Bachelor's degree in Computer Science, HR, or related area
Perks:
  • Professional development opportunities
  • Interesting work
  • Supportive leaders
  • Vibrant and inclusive culture
  • Talented colleagues
  • Create new solutions
  • Have impact for colleagues, clients and communities
  • Range of career opportunities
  • Benefits and rewards to enhance well-being
  • Health and welfare benefits
  • Tuition assistance
  • 401K savings and other retirement programs
  • Employee assistance programs

Job Details

Company:

Mercer

Description:

We are seeking a talented individual to join our Mercer Digital team at Mercer. This role can be remote.

Mercer’s Digital Solutions practice is a certified Workday implementation partner and the digital consulting arm of Mercer, the world’s largest HR consulting firm. Mercer is part of Marsh McLennan, the world’s leading professional services firm in the areas of risk, strategy, and people. Mercer Digital specializes in business and cloud consulting, with a goal of transforming our clients' businesses by leveraging expertise in big data, cloud computing, and enterprise services.

Workday Customer Success Manager, AMS

We will count on you to:

Focus on Client Retention and Satisfaction by:

  • Building strong, trusted relationships with client stakeholders across HR, Finance, and IT.
  • Proactively engage clients through regular check-ins, executive business reviews, and strategic planning sessions.
  • Ensure service delivery is aligned with client expectations, identifying risks and driving resolution quickly.
  • Monitor service performance and satisfaction metrics, leading remediation plans as needed.

Focus on Revenue Expansion by:

  • Identifying opportunities for upselling and cross-selling additional AMS services, Workday modules, or project-based work.
  • Collaborating with Sales, Service Delivery, and Solution Architects to shape value-added proposals.
  • Participating in renewal conversations, ensuring smooth contract continuity and driving multiyear retention strategies.

Focus on Strategic Account Management by:

  • Serving as the voice of the customer internally, influencing delivery strategy and product development.
  • Maintaining a deep understanding of each client’s business goals and Workday roadmap.
  • Supporting customers in adopting new Workday features, maximizing ROI from bi-annual releases and system enhancements.

Focus on Internal Collaboration & Leadership by:

  • Partnering closely with AMS Consultants, Project Managers, and Operations to ensure seamless service execution.
  • Participating in internal planning and forecasting for your book of business.
  • Sharing customer insights and best practices to contribute to the continuous improvement of the AMS program.

What you need to have:

  • Minimum 3 years experience in a customer-facing services role (client management, customer success management, account management, or project management), with responsibility for issue resolution, advisory, negotiation, and customer growth
  • Experience maintaining positive and collaborative relationships across multiple company functions (sales, delivery, support)

What makes you stand out:

  • Workday experience a significant plus
  • Combination of customer success and project management experience
  • Experience with a professional services firm implementing Workday for external clients
  • Bachelor’s degree in Computer Science, HR, or related area

Why join our team:

  • We help you be your best through professional development opportunities, interesting work and supportive leaders.
  • We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
  • Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.

The applicable base salary range for this role is $90,000 to $180,000.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Applications will be accepted until:

July 17, 2025

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About The Company

Marsh McLennan (NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's 76,000 colleagues advise clients in over 130 countries. With annualized revenue approaching $17 billion, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions. Guy Carpenter develops advancedrisk,reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations meet the health, wealth and career needs of a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients.

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