Manager, Customer Support for Spend Management

About the Role

We're looking for a hands-on, customer centric Support Manager to join our global support team in Salt Lake City, Utah.

This role plays a significant role in ensuring a smooth day to day operations of the technical support team supporting customers using Workday Spend Products (Core Spend - Procurement and Inventory), as well as Expenses and Strategic Sourcing.

You will be managing a mature, global team across countries and different time-zones and will be expected to take responsibility for resourcing for all your key products.

If you are a People Leader, dedicated as an advocate for both your team, your peers and Workday customers, you will be a great fit!

Note on this role :

• Typical schedule is 9am to 6pm, with flexibility to accommodate coverage and peers as needed.
• Requires holiday shift coverage, and after hours / weekend on-call shifts for escalations and incidents, with on-call Manager rotation approximately every 7 weeks.
• This role operates in a flex model with at least 50% of time spent in office.

About You

Experienced in leading a SaaS software support team and / or experience with running software engineering teams.

Background indicating solid technical support experience and understanding - particularly within enterprise software applications.

Solid grasp of case handling processes and standard support procedures.

Support operations experience including managing queues, resource scheduling, quality assurance and SLA / metrics reporting.

Ability to develop and maintain cross functional relationships with Services, Development, Product and CX leadership.

Coaching and mentoring all levels of Support Engineers / Analysts on day to day work, providing insights on critical and blocking issues, and enabling career development and career experience opportunities.

Basic Qualifications

Bachelor’s / Master’s degree or foreign equivalent degree in Business Management, Information Systems, Computer Science, or a related field - or equivalent work experience.

4+ years leading a technical support team and / or experience with managing software engineering teams.

6+ years of customer support experience, providing technical / functional application support for software and environment issues within enterprise software applications : SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and / or Cornerstone.

An understanding of basic Supply Chain software processes and knowledge of the Spend Supplier / Procurement / Inventory , or Financial Accounting or Expense Management domain.

Other Qualifications

Excellent written and verbal communication.

An understanding of the Software Development Life Cycle SDLC processes.

Well organized, operationally strong, customer focused.

Previous experience or knowledge of finance and accounting

Solid understanding of case handling processes and escalation procedures.

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.

Primary Location : USA.UT.Salt Lake CityPrimary Location Base Pay Range : $113,600 USD - $170,400 USDAdditional US Location(s) Base Pay Range : $107,900 USD - $204,000 USD