Manager
Workday
New Zealand, Auckland
3d ago

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

Do what you love. Love what you do.

At Workday, we help the world’s largest organisations 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 analysing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!

About the Role

Workday’s customer base continues to grow as does the need for continued and excellent customer support. As a Customer Support Manager, you will lead a team in providing support to customers and consultants on our Talent, Learning and Workday Peakon Employee Voice products .

What would you do all day?

  • Lead a Workday Applications Support team, hiring, and retaining the best software support people now and planning for future business needs
  • Act as an enabler to your team of analysts, removing roadblocks and empowering them to drive success autonomously, while maintaining our high levels of customer satisfaction
  • Act as the escalation manager when customer issues severely impact a customer, driving problems to resolution, and handling the communications within Workday and with the client
  • Actively monitor triggers for possible critical situations in order to prevent potential escalations
  • Establish relationships with customers, especially key or strategic customers
  • Collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensure external communications are accurate and clear
  • Identify employee training opportunities 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 supported product area, analyzing the data for improvement ideas
  • Uphold Workday’s policies for data security and customer data access
  • Basic Qualifications

    Associate Customer Support Manager (Experience in one of the following : )

    2+ years leading a technical team, software engineering team, or a functional systems team

    3+ years of experience in a customer services role (consulting, services, support, account management)

    Customer Support Manager

    4+ years experience leading a technical team, software engineering team, or a functional systems team

    Other Qualifications

    Demonstrable ability to collaborate and build strong relationships with customers and 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, and analytical skills

    Ability to mentor, coach and lead a team to success

    Prior experience with Employee Engagement, Talent, Learning or other enterprise software applications

    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 organisation

    Demonstrate resilience when faced with tight resolution timeframes and conflicting / opposing priorities

    Solid understanding of case handling and escalation process

    Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

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