Job Description
Your work days are brighter here.
We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.
About the Team
Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds!
We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.
This role operates in a flex model with at least 50% of time spent in office.
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 top-notch support to customers and consultants on complex products and applications.
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
Enable your team of analysts by removing roadblocks and empowering them to drive success autonomously, while maintaining our high levels of customer satisfaction
Act as the escalation manager for high impact customer issues, driving problems to resolution, and handling the communications within Workday and with the clients
Actively monitor triggers for possible critical situations in order to prevent 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, specific care for sensitive customers, and proper use of Knowledge process
Participate in and help schedule 24X7 on call coverage
Assess key metrics for supported product area, analyzing the data for improvement ideas, and taking action to drive change
Uphold Workday’s policies for data security and customer data access
About You
Basic Qualifications
4+ years leading a technical team and/or experience with managing software engineering teams.
6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.
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 HCM, Talent Acquisition, 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 organization
Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
Solid understanding of case handling and escalation process
Prior experience with Knowledge-centered service (KCS)
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.
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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