WD Customer Success Manager, AMS

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 [email protected].

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