Production Readiness Manager (Performance & Deployment Success Partner)

Production Readiness is a proactive team within the Customer Support Organisation and our goal is to ensure the Workday product is deployed to improve performance for our largest and most strategic customers. Envision yourself being one of the reasons Workday customers are successful!

The Production Readiness Manager (PRM) is a role that combines technical expertise, project management and customer relations all in one. We are assigned to large deployments or first time in-production large volume events which qualify for Performance Testing. We advocate for the resolution of performance issues by collaborating with Product and Technology, Services, Customer Support, Performance and Scalability and other Workday teams. Additionally, the PRM is the point person for these customers and their partners to ensure a successful transition to production.

The ideal candidate will have a passion for customer relations, project management, technical and system performance analysis. This role requires a self-motivated professional that consistently brings a high level of dedication to projects, customers and Workday teammates along with the ability to strategically and tactically navigate the outstanding challenges these customers bring.

• Gather, publish and communicate project plans and results.
• Pilot new programs and drive continuous improvement initiatives.
• Champion and advocate for customers with partners.
• Effectively apply sound business judgment and risk avoidance techniques to coordinate team efforts to solve potential performance issues.
• Liaison between multiple internal and external teams during deployment and post launch support.
• Own and drive the resolution of increased performance issues in a fast-paced environment.
• Chair roundtables and workgroups to ensure close communication and collaboration with key partners.
• Identify trends which may signal the need to update or revise processes or testing approaches.

• 4+ years in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred).
• 4+ years of proven experience providing technical support for sophisticated software and environment issues with a confirmed grasp of underlying technologies

• Decision making, analytical thinking and effective problem solving skills both technically and functionally.
• History of encouraging mutually advantageous relationships with internal and external customers, senior leaders, and partners.
• Bachelor’s degree in Computer Science or equivalent real-world experience.
• Ability to thrive independently and also be a standout colleague
• Demonstrated ability to understand and successfully explain technical architecture.
• Excellent verbal and written communication.
• Ability to work independently, multi-task effectively and thrive in a fast-paced, multifaceted environment
• Crisis management experience a plus.
• Confirmed leadership abilities through work experience; able to influence internal and external collaborators that result in positive outcomes.
• Able to absorb new technologies and product features quickly
• Proven project management experience (participant or leader); ability to balance multiple initiatives and prioritize time efficiently.
• Able to deal with the stress related to critical issue impact and resolution timeframes and conflicting/contending priorities.

Primary Location: USA.GA.Atlanta
Primary Location Base Pay Range: $85,200 - $127,800
Additional US Location(s) Base Pay Range: $80,900 - $154,300