Customer Care Manager

2 weeks ago

Auckland, Auckland, New Zealand Workday, Inc. Full time

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Customer Care Manager - Communications page is loaded

Customer Care Manager - Communications Apply remote type Flex locations New Zealand, Auckland time type Full Time posted on Posted Yesterday job requisition id JR

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

The Customer Care team is a crucial component of Workday Support. We are driven by our excitement in providing customers an extraordinary support experience Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We have teams based out of California, Texas, and Georgia in the US, Ireland in the EMEA region, and New Zealand in the APAC region, as well as Pune.

About the Role

  • Work closely with team of Customer Care analysts to ensure our customers' inquiries are efficiently followed up on
  • Provide inspirational leadership and direction for the local team
  • Lead all aspects of operational/administrative customer requests and follow through to resolution, i.e. requests for information, new account set-up, order fulfillment, instance/tenant maintenance and management, etc.
  • Foster powerful relationships with the Sales, Sales Operations, Revenue Operations, and Customer Success teams.
  • Provide leadership when customer issues severely impact a customer, driving problems to resolution and taking the lead on communications within Workday and with the client.
  • Define, detail and maintain business processes, requirements, and policies.
  • Find opportunities for business process improvements and make recommendations as appropriate.
  • Will require occasional weekend and evening hours.

About You

  • 5+ years of experience leading or developing a team
  • Experience in a customer services role
  • Experience with a case management or CRM solution (like JIRA or Salesforce)
Additional Qualifications
  • Able to absorb new concepts and technologies quickly
  • SaaS experience would be great
  • Work effectively in a fast paced environment
  • Excellent teammate who will work across the organization and company to continue improving the way we serve our customers
  • Ability to collaborate and build positive relationships
  • Excellent verbal and written communication skills
  • Ability to understand and interpret data from multiple sources
  • Research customer issues and questions to reach resolution
  • Forward-thinking individual who will analyze and improve current processes
  • Attention to detail and strong customer focus required for this role
  • Mentor, coach and lead a team to success
  • Validated digital literacy (Excel, Word, Powerpoint, software applications)

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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

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