About the Role
The Production Readiness Manager (PRM) is a customer-facing role that combines technical expertise, project management, and customer relations. Assigned to large deployments or high-volume business-critical activities, the PRM ensures successful performance testing and transition to production. By collaborating with internal teams, the PRM drives the resolution of performance issues and advocates for customers.
As the "voice of the customer", the PRM takes full ownership of the engagement during deployment. This involves building positive relationships with customers and implementation partners, managing expectations, and using indirect influence to drive timely resolution of issues.
Keys to success in this role include:
1. Technical competence and continuous interest in Workday products
2. Knowledge of Workday's Architecture and ability to demonstrate it on all engagements
3. Ability to use indirect influence and successfully engage with Senior Leadership, Technical, and Functional staff to overcome challenges and drive issues to resolution
4. Outstanding time management and prioritizations skills
5. Hyper-attention to detail
6. Owning and driving customer escalations for blocking issues
7. Effectively using sound business judgement, risk avoidance and coordinate team efforts to solve problems
8. Ability to thrive with ambiguity and manage challenges in a fast-paced environment
9. Pride in producing quality results!
About You
You enjoy working closely with others, building strong cross-functional relationships and having some laughs along the way! You create a safe teamwork environment, have a passion for learning, sharing new insights and respectfully challenging the status quo. You take a non-dogmatic, framework-agnostic approach to learning and project work - drawing from the most relevant practices and patterns in a thoughtful way to produce great outcomes. You are resourceful and able to act independently even in uncertain scenarios.
You are ambitious and self-driven with passion for strong customer relations and can turn complex technical architecture into a simple and engaging storytelling experience. You accurately report status and skilfully manage issues, risks, and concerns. You effectively implement change management strategies to facilitate smooth adoption of new processes or initiatives.
Basic Qualifications
10. Bachelor’s degree in Technical Area (Computer Science, MIS) or equivalent technical work experience and acumen
11. 4+ years experience providing technical support for sophisticated software and environment issues with a solid grasp of underlying technologies
12. 4+ years experience in customer support, product support, or consulting with a special focus in ERP system performance (SaaS preferred).
13. Experience with HR, Time Tracking, Recruiting, Financials or Payroll applications (preferably Workday).
Other Qualifications
14. Demonstrated ability to understand and successfully explain technical architecture.
15. Project management experience; ability to balance multiple initiatives and manage competing priorities efficiently.
16. Excellent verbal, presentation and communication skills, including the ability to chair meetings.
17. Demonstrated leadership skills to influence, interact and collaborate with senior leaders as well as technical resources, internally and externally.
18. Excellent organization, communication and presentation skills
19. Strong analytical and problem solving skills both technically and functionally.
20. Crisis management experience is a plus.
21. Ability to learn new products quickly through instruction and self-training.
22. Demonstrated ability to handle day-to-day work challenges confidently and to adjust to shifting priorities.
23. Comfortable in a fast-paced process-focused environment.