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Client Services Team Leader

2 months ago

Pleasanton, California, United States Workday Full time

Your workdays are brighter here.

At Workday, our journey began with a conversation over breakfast, leading to an innovative vision to transform the enterprise software landscape. Our distinct culture, rooted in the principle of prioritizing our people, has been a cornerstone of our success. We believe that a thriving, employee-centric, and collaborative environment is essential for achieving business excellence. We are committed to nurturing our employees, communities, and the environment while maintaining profitability. Here, you can express your true self and feel the vibrant energy that makes us unique. Are you ready to contribute to a brighter workday and embark on an exciting growth journey with us?

About The Team

Working at Workday is a fulfilling experience where our team members are genuinely passionate about their roles. We are dedicated to delivering exceptional customer service in the realm of enterprise applications. Our commitment to hard work is balanced with a sense of enjoyment, as we believe that having fun is one of our core values.

Our global support team collaborates closely with product management, development, and quality assurance teams to ensure our customers receive an unparalleled experience. Our roles are dynamic, focusing on analyzing complex challenges and devising solutions to critical operational issues while adhering to our customers' timelines.

About The Role

Are you prepared to lead a high-impact team that consistently delivers exceptional customer support? Do you possess a deep understanding of HCM, Recruiting, and Talent applications, along with strong collaboration and problem-solving skills to assist your team in resolving customer issues? We offer an outstanding opportunity within the Workday Support team for a visionary leader with a passion for excellence and a proven track record of success.

As a Support Manager, you will cultivate a team of Application Support Analysts tasked with addressing a variety of time-sensitive, operationally critical issues. This role emphasizes passion, innovation, and excellence within a fast-paced and multifaceted organization. You will tackle challenges such as application security concerns raised by customers and provide guidance on managing Workday in accordance with cybersecurity protocols and best practices. This position requires a self-driven, customer-oriented professional with a strong commitment to projects, customers, and colleagues.

About You

Basic Qualifications

  • Associate Customer Support Manager
  • 2+ years of experience leading a technical, software engineering, or functional systems team
  • 3+ years in a customer service role (consulting, services, support, account management)
  • Customer Support Manager
  • 4+ years of experience leading a Technical Support Team, Customer Support Team, or Functional Systems Team

Other Qualifications

  • Proven ability to collaborate and build strong relationships with customers while engaging across corporate functions (Services, Product Management, Development, QA, Operations)
  • Capacity to generate urgency and mobilize appropriate resources
  • Strong problem-solving, prioritization, facilitation, multitasking, and analytical skills
  • Ability to mentor, coach, and lead a team to success
  • Prior experience with HCM or other enterprise software applications
  • Skill in coordinating multiple teams to highlight critical issues for expedited resolutions
  • Ability to balance competing priorities and communicate effectively across diverse teams
  • Demonstrated resilience in high-pressure situations with tight deadlines
  • Solid understanding of case handling and escalation processes

Our Approach to Flexible Work

With our Flex Work model, we blend the best of both worlds: in-person engagement and remote work. This approach allows our teams to strengthen connections, foster a strong community, and perform at their best. We recognize that flexibility can take many forms, so rather than mandating specific in-office days, we encourage spending at least half (50%) of our time each quarter in the office or with customers, prospects, and partners, depending on the role. This empowers you to create a flexible schedule that meets your business, team, and personal needs while maximizing the value of in-person interactions.

Workday is an Equal Opportunity Employer

We are committed to considering qualified applicants with arrest and conviction records in accordance with applicable Fair Chance laws.