Overview

Job Location:
Remote Home Office

Our Alchemy Production Services Manager oversees consulting and problem-solving services designed to support Higher Ed customers as they continue their Workday post go-live journey.  The Production Services Manager manages a “life line” for customers by providing experienced resources to research and respond to their most challenging Workday questions.  Production Services Manager also supports customers planning to grow and optimize their Workday footprint by arranging for a team of consultants to deploy additional and new functionality.

Your Responsibilities

  • Continue to grow Alchemy’s Production Services book of business
  • Establish and maintain relationships with customers
  • Collaborate with Alchemy Leadership, Consulting Managers, Customer Success, and Sales on new service opportunities
  • Manage day to day Production Services activities including Alchemy’s case management tool
  • Establish and achieve Key Performance Indicators
  • Resource planning and forecasting with Alchemy Consulting Managers
  • Own and resolve critical customer issues and escalations
  • Onboard new Production Services customers
  • Contribute to Requests for Proposals and other sales initiatives
  • Participate in the hiring and retaining consultants supporting Production Services

About You (Required Skills)

  • 4+ years of Workday or Software-As-A-Service (SAAS) experience
  • 2+ years Production services or support experience
  • Proactive with a passion for providing exceptional customer service
  • Ability to analyze a situation, problem solve, and provide a resolution
  • Proven ability to effectively manage against timelines, goals, and key performance indicators
  • Ability to generate a sense of urgency and rally appropriate resources to assist with issue resolution
  • Proven ability to manage customer escalations and ask for assistance when necessary
  • Possess the flexibility and fortitude needed to deal with a wide range of personalities involved in case management
  • Strong verbal and written communication skills with the ability to effectively manage customer and consultants expectations

About You (Bonus Skills)

  • Current Workday certification(s)
  • Experience in Higher Ed
  • Experience using case management systems such as SalesForce or Zendesk

For You (What We Offer)

  • Market competitive compensation packages
  • A remote / virtual environment – work where you feel comfortable
  • Medical, dental, and vision benefits
  • HSA, FSA, STD, LTD, and life benefits
  • Unlimited paid time off (PTO) – we encourage you to take care of yourself!
  • Paid holidays
  • 401K
  • Paid parental leave
  • Social Impact Committee
  • Quarterly awards and recognition
  • Paid Workday certification training