The Technical Go-Live Readiness Manager is a customer-facing role within Workday's Customer Support Organization, responsible for ensuring successful performance testing and transition to production for large or high-volume Workday deployments. This role acts as the 'voice of the customer,' managing customer escalations, coordinating internal teams, and driving resolution of technical and performance issues during deployment.
What You'll Do
- Provide personalized support during deployment period for large and strategic customers
- Ensure Workday product delivers maximum performance
- Guide customers through pre-deployment performance testing and business-critical activities in production
- Coordinate internally to meet project deliverables on time
- Collaborate with internal teams to drive resolution of performance issues
- Advocate for customers during deployment
- Act as the 'voice of the customer' and take full ownership of the engagement
- Build strong relationships with customers and implementation partners
- Manage customer expectations
- Use indirect influence to drive timely resolution of issues
- Own and drive customer escalations for blocking issues
- Effectively use sound business judgement and risk avoidance
- Coordinate team efforts to solve problems
- Thrive in ambiguity and manage challenges in a fast-paced environment
- Produce high-quality results
What We're Looking For
- BS or MS in a Technical Degree (e.g., Computer Science, MIS) or equivalent technical work experience and acumen
- 4+ years experience providing technical support for complex software and environment issues with a solid grasp of underlying technologies
- 4+ years experience in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred)
- Technical competence and continuous interest in Workday products
- Knowledge of Workday's Architecture and ability to demonstrate it on all engagements
- Ability to use indirect influence and successfully engage with Senior Leadership, Technical, and Functional staff to overcome challenges and drive issues to resolution
- Outstanding time management and prioritization skills
- Hyper-attention to detail
- Effectively use sound business judgement, risk avoidance and coordinate team efforts to solve problems
- Ability to thrive with ambiguity and manage challenges in a fast-paced environment
- Pride in producing quality results
- Excellent verbal, presentation and communication skills, including the ability to chair meetings
- Strong analytical and problem solving skills both technically and functionally
- Demonstrated ability to handle day-to-day work challenges confidently and to adjust to shifting priorities
- Comfortable in a fast-paced process-focused environment
Nice to Have
- 7+ years experience providing technical support for complex software and environment issues with a solid grasp of underlying technologies (for Sr. level)
- 5+ years experience in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred) (for Sr. level)
- Demonstrated ability to understand and successfully explain technical architecture
- Project management experience
- Ability to balance multiple customer engagements and initiatives and manage competing priorities efficiently
- Demonstrated leadership skills to influence, interact and collaborate with senior leaders as well as technical resources, internally and externally
- Excellent organization, communication and presentation skills
- Crisis management experience is a plus
- Ability to learn new products quickly through instruction and self-training
- Experience with HR, Time Tracking, Recruiting, Financials or Payroll applications (preferably Workday)
Technical Stack
- Workday
- ERP systems
- SaaS platforms
- HR applications
- Time Tracking systems
- Recruiting systems
- Financials systems
- Payroll systems
Team & Environment
- Proactive team within the Customer Support Organization
Benefits & Compensation
- Trust to take risks
- Tools to grow
- Skills to develop
- Support of a company invested in you for the long haul
- Meaningful work with Workmates who’ve got your back
- Opportunity to inspire a brighter work day for everyone
- Employee Referral process available
Work Mode
Hybrid work model; role implies customer-facing and internal coordination, suggesting a flexible or hybrid approach.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
