This remote role can be located anywhere within the U.S. to perform the required responsibilities.

The iCSM is Intecrowd's bridge between our Professional Services and Application Management Services (AMS) teams. You will work as a trusted advisor with client executive sponsors to strategically enhance their Workday journey, the iCSM ensures that maximum value is being derived from Workday by quantifying the value, driving adoption, sharing best practices, identifying opportunities, acting as an escalation point for client issues and developing strategic goals and objectives. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every client.

KEY EXPECTATIONS

• Build an excellent rapport with AMS clients, guiding and assisting them on getting the most from their Workday deployment.
• Maintain clients’ ongoing satisfaction, ensuring Intecrowd is reputable and referenceable.
• Manages multiple clients using exceptional organizational and time management techniques.
• Establishing a trusted advisor relationship that works to ensure the client’s overall satisfaction with Workday.
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
• Maintain Workday certifications and qualifications.
• Acting as a trusted advisor with the client to understand how the Workday roadmap can / will influence decisions and activities.
• Prioritizing and driving resolution on escalated customer issues.
• Communicate clearly and concisely. Collaborate effectively and synergistically within designated teams.
• Working closely with Workday CBAEs and CSMs to educate on Intecrowd capabilities and to ensure client engagement and satisfaction.
• Leveraging customer relationships as needed for AMS prospect references.
• Collaborate with ACCs, Sales, AMS team and PS leaders
• Ability to “read the room” (virtually or in person) and pivot as needed
• Meet annually with clients for reflection, planning and renewal. Draft AMS SOW renewal were applicable

DESIRED SKILLS AND EXPERIENCE

• Passion for providing exceptional customer service.
• Ability to effectively manage against timelines and goals.
• Excellent verbal and written communication skills.
• Previous consulting experience with a consulting / software company a plus.
• Proven account management / strategic planning experience, with demonstrated ability to support multiple customers effectively.
• Provide guidance on strategic IT roadmaps.
• Ability to engage at the C-Level.
• Demonstrable experience in a similar role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Proven ability to engage across corporate functions (AMS, Managing Professional Services, Executive Leadership, etc.).
• You live by a set of values that align with the Values and Guiding Principles of our Charter.

Pay Transparency Statement in compliance with the Colorado Equal Pay for Equal Work Act, the New York City pay transparency ordinance, and any other similar laws or ordinances: Intecrowd takes into consideration each candidate’s experience, education, certification/credentials, market data, and internal equity when determining an offer for a successful employment candidate. This is done on an individualized, non-discriminatory basis. Therefore, an offer for full time employment may fall anywhere in between the estimated minimum base salary for this role of $102,000.00/year and the estimated maximum base salary for this role of $165,000/year. In addition to a base salary, this position may be bonus eligible. Intecrowd also offers a comprehensive benefits package please visit our careers page, where you can find and download a detailed benefits guide.