Manager, Customer Support

Do 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.

About the Team
The Workday Adaptive Planning Customer Support team provides customers an extraordinary support experience! We engage with customers and partners of all sizes and industries to provide technical support for usage of the Workday Adaptive Planning Product Suite. The suite includes financial, sales, and workforce planning capabilities, data visualizations and reporting, data integrations (ETL tools and APIs), and more.

Our team is comprised of support analysts and engineers with a diverse mix of backgrounds and experiences. While we are currently hiring for a position in the Atlanta, GA office, we have workmates across the US, the UK, Ireland, Australia, and New Zealand. We promote Workday's core values with a strong commitment to our employees.

About the Role

Workday's customer base continues to grow as does the need for continued and excellent customer support. Reporting to the Director, Customer Support, the Manager, Customer Support plays a meaningful role in the day-to-day operations of the technical support team.

The Manger, Customer Support will lead a team of 3-6 employees to solve problems identified by customers who are implementing Workday Adaptive Planning and those using this service in production.

Responsibilities:

• Manage a Workday Applications Support team, specializing in the Planning product area for 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 abilities 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 leading the communications within Workday and with the client.
• Establish 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 communications, timely responses, specific care for critical customers, and incorporation of the Knowledge-centered service (KCS) process.
• Participate in and help schedule 24X7 on call coverage.
• Focus on the Knowledge Centered Service model to ensure that analysts are demonstrating the framework and processes.
• Assess and drive metrics for specific 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.

About You

Basic Qualifications (M2)

• 1+ years as a support Team Lead or Manager in a software company.
• 3+ years demonstrated ability in a customer services role (consulting, services, support, account management).
• 3+years proven experience with ERP applications.

Basic Qualifications (M3)

• 3+ years as a support Team Lead or Manager in a software company.
• 5+ years of experience in a customer services role (consulting, services, support, account management).
• 5+ years of experience with ERP applications.

Other Qualifications

• Proven track record to collaborate and build positive relationships with customers.
• Adept at presenting across corporate functions (Services, Product Management, Development, QA, Operations).
• Ability to generate urgencies and rally appropriate resources.
• Strong problem solving, priority setting, facilitation, multi-tasking, analytical and teamwork skills.
• Handle the stress related to escalation impact and resolution timeframes and conflicting/competing priorities.
• High level of initiative and integrity.
• Strong organizational, presentation, meeting, and interpersonal skills.
• Proven ability to mentor, coach and lead a team to success.
• Bachelor's degree or relevant experience required. Business or technical degree preferred.
• Understands Finance and Financial Planning concepts.
• Understanding and good working knowledge of the Adaptive Insights Suite of Products.

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 [email protected] 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!