Your work days are brighter here.At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.About the TeamWorkday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds!We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone. We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.This role operates in a flex model with at least 50% of time spent in office.About the RoleWorkday’s customer base continues to grow as does the need for continued and excellent customer support. As a Customer Support Manager, you will lead a team in providing top-notch support to customers and consultants on complex products and applications.What would you do all day?Lead a Workday Applications Support team, hiring, and retaining the best software support people now, and planning for future business needs Enable your team of analysts by removing roadblocks and empowering them to drive success autonomously, while maintaining our high levels of customer satisfactionAct as the escalation manager for high impact customer issues, driving problems to resolution, and handling the communications within Workday and with the clientsActively monitor triggers for possible critical situations in order to prevent escalationsEstablish relationships with customers, especially key or strategic customersCollaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensure external communications are accurate and clearIdentify employee training opportunities to ensure staff is highly proficient with Workday services and internal processesEnsure quality of case handling, paying particular attention to communications, timely responses, specific care for sensitive customers, and proper use of Knowledge processParticipate in and help schedule 24X7 on call coverageAssess key metrics for supported product area, analyzing the data for improvement ideas, and taking action to drive changeUphold Workday’s policies for data security and customer data accessAbout YouBasic Qualifications4+ years leading a technical team and/or experience with managing software engineering teams.6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.Other QualificationsDemonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations)Ability to generate a sense of urgency and rally appropriate resourcesStrong problem solving, priority setting, facilitation, multi-tasking, and analytical skillsAbility to mentor, coach and lead a team to successPrior experience with Time Tracking, Absence, Payroll or other enterprise software applicationsAbility to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomesAbility to balance multiple priorities and communicate across diverse teams within the organizationDemonstrate resilience when faced with tight resolution timeframes and conflicting/opposing prioritiesSolid understanding of case handling and escalation processPrior experience with Knowledge-centered service (KCS)Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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