Customer Support Manager - HCM Application

Pleasanton, CA, United States

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About The Team

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

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 analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!

About The Role

Can you be responsible for an impactful team that continuously provides outstanding Customer support? Are you ready to take your knowledge of HCM, Recruiting, Talent applications, collaborating and problem solving to help your team resolve Customer issues? We have an outstanding 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 Application 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 multifaceted organization! These are issues such as application security issues identified by customers who are implementing or using Workday, and assisting customers who require information and support on managing Workday as it relates to cybersecurity protocols and best practices. This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to projects, customers, and fellow employees.

About You

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 Support Team, Customer Support 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 HCM 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

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

Primary Location Base Pay Range: $133,100 USD - $199,700 USD

Additional US Location(s) Base Pay Range: $99,500 USD - $199,700 USD

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.

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!

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