Senior Manager, Customer Support

Company: Workday, Inc.
Location: Pleasanton
Posted on: January 20, 2023

Job Description:

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 TeamDo what you love. Love what you do.At 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 complicated problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!About the RoleAs a Senior Customer Support Manager, you will lead a hard-working, dedicated management team in providing guidance and leadership to functional teams, who in turn provide outstanding support to customers and consultants on sophisticated products and applications.What would you do all day?

• Lead our Financials Management team by hiring and retaining the best leaders now and planning for future business needs
• Help your team act as enablers to their team of analysts, removing roadblocks and empowering them to drive success autonomously, while maintaining our high levels of customer satisfaction
• Supervise and guide your team to own escalations when issues severely impact a customer, driving problems to resolution, and handling the communications within Workday and with the customer
• Actively supervise triggers in order to prevent potential issues and enable your management team to handle customer surveys with sensitivity and patience
• Establish meaningful relationships with key and strategic customers -
• -Lead your team to collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensure external communications are accurate and clear
• Identify leader and employee training opportunities to ensure staff are highly proficient with Workday services and internal processes
• Ensure all management teams retain and promote high quality case handling, paying particular attention to communications, timely responses and care for critical customers
• Participate in and help schedule 24X7 on call coverage
• Assess and actively drive metrics for the Financials Domain, analyzing the data for improvement ideas and promoting internal objectives -
• Uphold Workday's policies for data security and customer data access
• Build a solid framework of trust and teamwork
• Drive, delegate and own support initiatives as and when needed, using ideas and suggestions to improve uptake within your teamAbout YouThis role requires someone to lead a successful team that continuously provides outstanding leadership. We want someone who is ready and willing to take their superior leadership skills, decision-making and problem solving to help their management team enable their analysts to resolve customer issues. If you have existing or transferable experience in any of the following areas, then we'd love to hear from you:
  • Consistent track record of mentoring, coaching and leading teams and leaders to success
  • Excellent verbal and written communication skills
  • Agility around and adoption of support processes
  • Domain experience -
  • Confidence to lead customer calls and rally appropriate resources
  • Proven experience in performance management and employee engagement
  • Strong priority setting, facilitation, multi-tasking, and analytical skills
  • Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
  • Ability to balance multiple priorities and communicate across diverse teams within the organization
  • Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
  • Adaptability to use your job description only as a baseline of your required duties, willingness to expand them at a moment's notice to do what is necessary to serve the business, your team, and our customers -BASIC QUALIFICATIONS
    • 4+ years experience leading a technical team, software engineering team or an applications support team
    • B.A. Degree in Computer Science, Information Management or Business Systems preferred (or comparable experience)OTHER QUALIFICATIONS
      • Prior experience with Financial Enterprise software in a support environmentWorkday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.As a federal contractor, -Workday -is -requiring -all new hires -to verify -that -they -are -fully-vaccinated against COVID-19 -within 72 hours of -beginning employment with Workday, consistent with applicable law. -Workday -is an equal opportunity employer. Candidates who are not vaccinated due to a sincerely held religious belief, medical reasons, or other legally-protected reason should contact - -to explore what, if any, reasonable accommodations or exemptions Workday is able to offer.Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

Keywords: Workday, Inc., Pleasanton , Senior Manager, Customer Support, Executive , Pleasanton, California