Job Description

Do what you love. Love what you do.
At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re 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 Do what you love. Love what you do.
At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re 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.
Workday is building its first team of Customer Support Application Analysts in Pune. This is a unique opportunity to join an outstanding organization. We are passionate about providing our workmates with an 'Employees First' experience.
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
As a Customer Support Manager, you will lead a team in providing functional support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution.
To further assist the global team and ensure appropriate knowledge coverage across the globe, the start time for this position would need to be flexible between the hours of 8 am to 10:30 am IST.
What would you do all day?

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  Lead one of our loyal Workday Applications Support teams by hiring and retaining the best software support people now and planning for future business needs
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  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
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  Champion knowledge creation within the team for customer and analyst upskilling opportunities
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  Own escalations when issues severely impact a customer, driving problems to resolution, and handling the communications within Workday and with the customer
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  Actively supervise triggers in order to prevent potential issues and handle customer surveys with sensitivity and patience
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  Establish important relationships with key and strategic customers
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  Collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensure external communications are accurate and clear

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  Identify employee training opportunities to ensure staff are highly proficient with Workday services and internal processes
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  Ensure high quality case handling, paying particular attention to communications, timely responses and care for critical customers
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  Assess and drive metrics for supported product area, analyzing the data for improvement ideas
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  Drive support initiatives as and when needed, using ideas and suggestions to improve uptake within your team
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  Uphold Workday’s policies for data security and customer data access
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  Build a solid framework of trust and teamwork

About You
This role requires someone to lead a successful team that continuously provides outstanding customer support. We want someone who is ready and willing to take their leadership skills, decision-making and problem solving to help their team resolve customer issues. If you have existing or transferable experience in any of the following areas, then we’d love to hear from you:

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  Consistent track record of mentoring, coaching and leading teams to success
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  Excellent verbal and written communication skills
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  Agility around and adoption of support processes
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  Domain experience preferred
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  Confidence to manage customer calls and align appropriate resources for issue resolution
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  Proven experience in performance management and employee engagement
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  Strong priority setting, facilitation, multi-tasking, and analytical skills
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  Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
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  Ability to balance multiple priorities and communicate across diverse teams within the organization
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  Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities

Basic Qualifications

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  6+ years experience leading a technical team, software engineering team or an applications support team

Other Qualifications

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  B.A. Degree in Business Administration, Computer Science, Information Management or Business Systems preferred (or comparable experience)

Workday is proud to be an equal opportunity workplace.
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