Customer Care Manager (Communications)

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.About the TeamThe Customer Care team is an extension of Workday Support. We are drivenby our excitement in providing customers an extraordinary support experience!Our team is comprised of a diverse mix of backgrounds and experiencesworking towards the goal of helping our customers succeed. We have teamsbased out of California, Texas, and Georgia in the US, Ireland in the EMEAregion, New Zealand in the APAC region and soon to be Pune, India!About the RoleWork closely with a team of Customer Care analysts to ensure our customers’ inquiries are efficiently followed up onProvide inspirational leadership and direction for the local teamLead all aspects of operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, order fulfilment, instance/tenant maintenance and management, etc.Foster powerful relationships with the Sales, Sales Operations, Revenue Operations, and Customer Success teamsProvide leadership when customer issues severely impact a customer, driving problems to resolution and taking the lead on communications within Workday and with the clientDefine, detail and maintain business processes, requirements, and policiesFind opportunities for business process improvements and make recommendations as appropriateWill require occasional weekend and evening hoursAbout YouBasic Qualifications3+ years of experience leading or developing a teamExperience in a customer services role and supporting a SaaS solutionExperience with a case management or CRM solution like JIRA or SalesforceValidated digital literacy (Excel, Word, Powerpoint, software applications)Bachelor degree or equivalent experience; business or technical degreeAre you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!