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
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