Customer Support Manager

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 TeamAt Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.Our global support team works closely with product management, development and quality assurance teams to ensure we're providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!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 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 needsResolve customer issues, implementing and meeting Service Level Agreements and improving our current processesAct as the escalation manager when customer issues severely impact a customer, driving problems to resolution, and handling the communications within Workday and with the clientActively monitor triggers for possible critical situations in order to prevent potential escalationsEstablish relationships with customers, especially key or strategic customersCollaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensuring external communications are accurate and clearDevelop employee training requirements to ensure staff is highly proficient with Workday services and internal processesEnsure quality of case handling, paying particular attention to communications, timely responses and specific care for sensitive customersParticipate in and help schedule 24X7 on call coverageAssess and drive metrics for supported product area, analyzing the data for improvement ideasPrepare team and systems for new Workday software releasesUphold Workday’s policies for data security and customer data accessAbout YouCustomer Support Manager3+ years experience leading a technical team, software engineering team, or a functional systems team4+ years of experience in a customer services role (consulting, services, support, account management)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 HCM, Compensation, Benefits, 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 processAre you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!