Customer Support Manager - Absence, Time Tracking & Scheduling



Customer Service
Pleasanton, CA, USA
Posted on Saturday, August 12, 2023

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

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

  • 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, specific care for sensitive customers, proper use of Knowledge process

  • Participate in and help schedule 24X7 on call coverage

  • Assess and drive metrics for supported product area, analyzing the data for improvement ideas and take action to drive change

  • Uphold Workday’s policies for data security and customer data access

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 supporting large scale SaaS or enterprise applications

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 Time Tracking, Absence, Payroll 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)

Workday Pay Transparency Statement - United States

The annualized base salary ranges for the primary location and any additional locations in the United States (US) 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 - $199,700

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

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!