The Production Readiness Manager is a role that combines technical acumen, project management and customer focus all in one.
You will work directly with many of the Workday teams including support, environments, infrastructure, services, development and product management to manage resolution of high severity and escalated cases and issues for our largest and most strategic customers.
Additionally, you will be the point person for these customers and their partners to ensure a successful transition to production and ensuring optimal system performance both before and after go live.
Imagine yourself being one of the reasons Workday customers are successful!
The ideal candidate will have a passion for customer relations, project management, technical and system performance analysis.
This role requires a self-motivated professional that consistently brings a high level of commitment to projects, customers and Workday teammates along with the ability to strategically and tactically navigate the unique challenges with large, strategic customers.
Key Areas of Responsibilities :
Liaison between multiple teams both internal and external during initial deployment, post go-live deployments and post go-live support
Own and drive escalated performance issues
Manage incoming case queue to ensure prompt response
Effectively utilize sound business judgment and risk avoidance techniques to coordinate team efforts to solve issues
Champion and advocate for customers with internal and external stakeholders
Drive proactive process during implementation to resolve potential production performance problems
Manage challenging situations in a fast paced environment
Pilot new programs and drive continuous improvement initiatives for both implementing and post go live customers
Chair roundtables and workgroups to ensure close communication and collaboration with key stakeholders
Key Skills & Knowledge :
4+ years of experience in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred)
Ability to absorb and apply new technologies
Demonstrated leadership skills and experience working with high-level stakeholders
Clear communication skills, both verbal and written
Ability to read and resolve high stress situations quickly
Crisis management experience
Proven collaborative success in dynamic, fast paced environments
Strong planning and organizational skills
Excellent analytical, problem solving, and multitasking skills
A team player mentality that builds relationships across organizations
Ability to deal with the stress related to project timeframes and competing priorities.
BS or MS degree in Business or Computer Science, or equivalent experience
Preferred (but not required) Skills / Experience :
Experience with one or more of the following functional areas :