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Manager, Application Customer Support

2 months ago

Pleasanton, United States Workday Full time

1. Provide the best possible experience on our site

2. Collect statistics to optimize site functionality

**Decline**.

**Do what you love. Love what you do.**

At Workday, we help the worlds largest organizations adapt to whats next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and were 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 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.**About the Role**

* Lead a Workday Application 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 partner concern 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.

* Collaborate and drive prioritization of bug fixes with product management and development teams.

* Use the customer support system and its integrations to other systems for team and case transparency.

* Analyze support organization/team metrics to identify areas for improvement.

* Prepare team and systems for new Workday software releases.

* Demonstrate the Workday Community to share knowledge of current issues with customers.

* Participate in Workday Community Forum discussions and questions.

* Uphold Workdays policies for data security and customer data access.

**About You**

**Basic Qualifications**

* 3 years of shown ability running a technical application support team and participating in incident management

* 5 years shown ability in a customer services role (consulting, services, support, account management).

**Other Qualifications**

* 5 years of consistent track record with HCM, Talent, Payroll, Benefits, Absence or Compensation Application Support.

* Strong collaborator - build positive relationships with customers.

* Shown ability to engage across corporate functions (Services, Product Management, Development, QA, Operations).

* Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities.

* Strong organizational, presentation, meeting, and communication skills.

* Excellent verbal and written communication skills.

* Demonstrable ability to mentor, coach and develop a team to success.

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.

location2 LocationslocationUSA, CA, Pleasantonlocation3 LocationsAt Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do. Join us

Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

To review our data use practices, visit our .

You may view the , and , by clicking on their corresponding links.

Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at accommodations@workday.com.