Workday Customer Engineering Manager

Appirio   •  

Orange, CA

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 150 days ago

About Us

Appirio, a Wipro Company helps customers create next-generation Worker and Customer Experiences using the latest cloud technologies. Our free-thinking consultants deliver unmatched customer value by creating actionable strategies, delivering results quickly, and helping organizations adapt to a new experience-driven era. We do this by harnessing the power of one of the world’s largest crowdsourcing communities and thousands of pre-built solution accelerators. Appirio is a trusted partner to some of the world’s largest brands, including YP, Cardinal Health, Coca-Cola, eBay, Facebook, Home Depot, Sony PlayStation, Moen, and IBM.

 Brief Summary of Role

The Cloud Management Lead manages steady-state, production cloud environments for large and complex Appirio customers. The Cloud Management Lead will directly manage the activities of a team made up of Cloud Management Engineers and Cloud Management Specialists, both onshore and offshore that support a single customer.

Responsibilities

  • Monitor monthly SLA Reports
  • Provide Monthly MBR data to Sponsors and conduct Service Review
  • Identify areas of improvement
  • Identify additional opportunities for enhanced service
  • Analyze break/fix service levels
  • Oversee successful delivery of services to committed SLA’s working closely with customers, team and sponsors
  • Liaise between business, technical, and sales stakeholders and contacts

Education and Required Experience (Requirements)

  • 5+ years experience in professional services or technical project management
  • Driven to make customers happy and successful
  • Ability to understand the customer better than they do, anticipate future needs and help determine the ideal solution for issues and processes
  • A passion for collaboration and a willingness to think outside the box to develop processes and tools suited for the change involved in the enablement of cloud platforms
  • Superior team organizer and lead, with the ability to coordinate and motivate technical staff
  • Experience in the Customer Operations lifecycle from Customer acquisition through project management, deployment/provisioning and support
  • Experience in Customer retention strategies and activities will provide the right base for this critical mission
  • Experience managing project P&L’s and customer contracts
  • Able to define and establish maintenance and administration processes and drive continuous improvement through them
  • Excellent organizational, analytical and planning skills
  • Phenomenal communication skills are a must for this job
  • Comfortable working with offshore organizations
  • Driven to create success through brilliant problem solving, communication, and relentless persistence
  • Able to perform well in the face of tight deadlines and tough technical and organizational challenges
  • Steadfast and calm in difficult situations
  • Experience with Workday,Salesforce, Integration Middleware:  Cast Iron, Boomi, other (preferred)
  • Requirements gathering methodology and experience with Agile processes (preferred)
  • Understanding of Application development and Release Management processes in the Cloud (preferred)
  • Workday Certification (preferred)
  • Passionate about Cloud Platforms & applications (preferred)
  • Not eligible for Visa Sponsorship .