Support Manager, Integrations
Workday, Inc Test Johny Vallejo
New Zealand, Auckland
14h 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 TeamProduct Support Management : Oversees the support of customers encountering problems using the company's products.

Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, or facsimile. Establishes and maintains systems that provide answers to common questions and problems.

Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function. About the Role Can you lead a high performing team that continuously provides outstanding Customer support?

Are you ready to take your knowledge of Integrations, collaborating and problem solving to help your team resolve Customer issues?

We have a unique opportunity within the Workday Support team for a person with vision, a passion for excellence and a track record of success.

Our Support Manager will develop a team of Integration Support Analysts whose role is to dig in and come up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and dynamic organization.

This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to projects, customers, and fellow employees.

What would you do all day?? Lead a Workday Integrations Support team Hire and retain the best possible software support people in the industry and plan for future business needs.

Build a results-oriented team while promoting a fun atmosphere. Resolve customer issues, implementing and meeting Service Level Agreements and improving our current processes.

Participate in and help schedule 24X7 global coverage for customer support personnel. Act as the escalation manager for highly critical customer issues, driving problems to resolution while handling communications with development, support, and customers.

Develop employee training requirements to ensure staff is highly proficient with the Workday application and its integrations.

Leverage the customer support system and its integrations to other systems for team and case visibility. Analyze support organization / team metrics to identify areas for improvement Prepare team and systems for new Workday software releases.

Leverage the Workday Community to share knowledge of current issues with customers. Participate in Workday Community Forum discussions and questions.

Uphold Workday’s policies for data security and customer data access. About You Basic Qualifications 3+ years of experience running a technical support team and participating in incident management 5+ years of experience in a customer services role (consulting, services, support, account management).

Other Qualifications 5+ years of experience with ERP Technology, and / or Integrations Support. Strong collaborator - build strong relationships with customers.

Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations). Excellent verbal and written communication skills.

Demonstrable ability to mentor, coach and lead a team to success. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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