It's fun to work in a company where people truly believe in what
they're doing. At Workday, we're committed to bringing passion and
customer focus to the business of enterprise applications. We work
hard, and we're serious about what we do. But we like to have a
good time, too. In fact, we run our company with that principle in
mind every day: One of our core values is fun.
Workday’s customer base continues to grow as does the need for
continued and excellent customer support. Our Payroll Customer
Support Manager will manage a team of 7 employees to solve problems
identified by customers who are implementing Workday and those
using Workday in production. Scaling the support processes in
strategic ways as the company grows will be a critical component of
this manager’s job.
Manage a Workday Applications Support team, specializing in the
Payroll product - hiring and retaining the best software support
people now and planning for future business needs.
Assign incoming cases to team, ensuring the resources assigned
have the correct skill set and bandwidth to resolve the issue based
on case depth and severity.
Resolve customer issues, implementing and meeting Service Level
Agreements and improving our current processes.
Act as the escalation manager when customer issues severely
impact a customer, driving problems to resolution and managing the
communications within Workday and with the client.
Actively monitor triggers for possible escalating situations in
order to prevent potential escalations.
Build relationships with customers, especially key or strategic
Collaborate with internal teams (Development, Product
Management, Quality Assurance, Services) on trending customer
issues and ensuring external communications are accurate and
Develop employee training requirements to ensure staff is highly
proficient with Workday services and internal processes.
Ensure quality of case handling, paying particular attention to
communications, timely responses and specific care for sensitive
Participate in and help schedule 24X7 on call coverage.
Assess and drive metrics for managed support areas, analyzing
the data for improvement ideas.
Prepare team and systems for new Workday software releases.
Uphold Workday’s policies for data security and customer data
Required Skills / Experience:
5+ years managing a department in a software company.
8+ years of experience in a customer services role (consulting,
services, support, account management).
5+ years of experience with HCM, Talent, Payroll, Benefits,
Absence or Compensation applications.
Proven ability to collaborate and build strong relationships
Proven ability to engage across corporate functions (Services,
Product Management, Development, QA, Operations).
Ability to generate a sense of urgency and rally appropriate
Strong problem solving, priority setting, facilitation,
multi-tasking, analytical and collaboration skills.
Able to deal with the stress related to escalation impact and
resolution timeframes and conflicting/competing priorities.
Ability to provide high quality verbal and written
Well developed listening and documentation skills.
High level of initiative and integrity.
Strong organizational, presentation, meeting, and communication
Proven ability to mentor, coach and lead a team to success.
Bachelor degree or relevant experience required. Business or
technical degree preferred.
Posted 3 Days Ago
About Us About Workday
Workday is a leading provider of enterprise cloud applications
for finance and human resources. Founded in 2005, Workday delivers
financial management, human capital management, and analytics
applications designed for the world's largest companies,
educational institutions, and government agencies. Organizations
ranging from medium-sized businesses to Fortune 50 enterprises have
Workday is proud to be an equal opportunity workplace.
Individuals seeking employment at Workday are considered without
regards to age, ancestry, color, gender (including pregnancy,
childbirth, or related medical conditions), gender identity or
expression, genetic information, marital status, medical condition,
mental or physical disability, national origin, protected family
care or medical leave status, race, religion (including beliefs and
practices or the absence thereof), sexual orientation, military or
veteran status, or any other characteristic protected by federal,
state, or local laws.
Further, pursuant to applicable local ordinances, Workday will
consider for employment qualified applicants with arrest and
We do not accept resumes from headhunters, placement agencies,
or other suppliers that have not signed a formal agreement with
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