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Manager, Customer Support (HCM)

Company: Workday, Inc.
Location: Pleasanton
Posted on: May 3, 2021

Job Description:

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.Job DescriptionWorkday's customer base continues to grow as does the need for continued and excellent customer support. Our Customer Support Manager will manage a team of support analysts 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.Responsibilities:Manage a Workday Applications Support team, specializing in the Core Human Capital Management 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 customers.Collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensuring external communications are accurate and clear.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 customers.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 access.Required Skills / Experience:5+ years managing a department in a software company.8+ years of experience in a customer services role (consulting, services, support).5+ years of experience with HCM, Talent, Payroll, Benefits, Absence or Compensation applications.Proven ability to collaborate and build strong relationships with customers.Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations).Ability to generate a sense of urgency and rally appropriate resources.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 communication.Well developed listening and documentation skills.High level of initiative and integrity.Strong organizational, presentation, meeting, and communication skills.Proven ability to mentor, coach and lead a team to success.Bachelor degree or relevant experience required. Business or technical degree preferred.At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do. Join us!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 selected Workday.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 conviction records.We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at accommodations@.Suggested JobsHealthcare Customer Success Manager - Financials ERPPosted 18 Days Ago | USA, CA, Pleasanton, More...Director, Customer Success ProgramsPosted 4 Days Ago | USA, CO, Home Office, More...SDL2017

Keywords: Workday, Inc., Pleasanton , Manager, Customer Support (HCM), Other , Pleasanton, California

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