Support Manager - Application Security

8 - 10 years experience  •  Technology

Salary depends on experience
Posted on 07/10/18
Pleasanton, CA
8 - 10 years experience
Technology
Salary depends on experience
Posted on 07/10/18

Join our team and experience Workday!

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.

Job Description

Workday’s customer base continues to grow as does the need for continued and excellent customer support. Our Support Manager will define, develop and manage a team of employees to 1. solve application security problems identified by customers who are implementing Workday and those using Workday in production, and 2. assist our customers who require information and support on managing Workday as it relates to security protocols and best practices. Scaling the support processes in strategic ways as the company grows will be a critical component of this manager’s job.

 

 

Responsibilities:

  • Manage a Workday Support team, specializing in Applications and Tenant Security - hiring and retaining the best support people now and planning for future business needs.

  • Deliver consultative expertise and guidance to our customers impacted by security threats

  • Assign incoming cases to team, ensuring the resources assigned have the correct skill set and bandwidth to resolve the issue based on case depth and severity.

  • Resolve customer issues, implementing and meeting Service Level Agreements and improving our current processes.

  • Act as the escalation manager when issues severely impact a customer, driving problems to resolution and managing the communications within Workday and with the client.

  • Actively monitor triggers for possible escalating situations in order to prevent potential escalations.

  • Build relationships with customers, especially key or strategic customers.

  • Collaborate with internal teams (Product Management, Development, Security, Privacy and Legal) on trending customer issues and ensuring external communications are accurate and clear.

  • Develop programs to educate our customers and services teams to help minimize/prevent security incidents.

  • Continuously improve our tools, processes and communication strategies to ensure a timely and responsive approach to security incidents

  • Develop programs to educate our customers and services teams to help minimize/prevent security incidents.

  • Develop employee training requirements to ensure staff is highly proficient with Workday services and internal processes.

  • Ensure quality of case handling, including Communications, timely responses and specific care for sensitive customers and situations

  • Participate in and help schedule 24X7 shift coverage.

  • Assess and drive metrics for managed support areas, analyzing the data for improvement ideas.

  • Prepare team and systems for new Workday software releases.

  • Uphold Workday’s policies for data security and customer data access.

 

Required Skills / Experience:

  • 5+ years of managing a team in a software company.

  • 8+ years of experience in a customer services role (consulting, services, support, account management).

  • 5+ years of experience in SaaS application security (HCM, Financials, Talent, Payroll, etc.) and tenant security support.

  • Proven ability to collaborate and build strong relationships with customers, including C-level executives.

  • Proven ability to engage across corporate functions (Product Management, Development, Security, Privacy and Legal).

  • Ability to generate a sense of urgency and rally appropriate resources.

  • Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills.

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

  • Ability to provide high quality verbal and written communication.

  • Well developed listening and documentation skills.

  • High level of initiative and integrity.

  • Strong organizational, presentation, meeting, and communication skills

  • Proven ability to mentor, coach and lead a team to success.

  • Bachelor degree required, at a minimum.  Business or technical degree preferred.

    JR-27605

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