Lead EDM Support Consultant

This is a fully remote position, open to applicants in Poland.

📋 Description

• Provide configuration, troubleshooting, and advisory EDM support to clients after deployment.

• Deliver services within established SLAs to ensure high levels of customer satisfaction.

• Manage and prioritize incoming requests, effectively identifying root causes and resolving issues.

• Oversee Team Utilization, ensuring that support consultants maintain efficiency and effectiveness.

• Conduct regular one-on-one meetings with support team consultants, serving as the first point of contact for work or personal concerns.

• Ensure that Support Team consultants are guided in achieving departmental goals, KPIs, and OKRs.

• Assist with recurring releases and deployments, facilitating customer adoption of new features and updates.

• Collaborate effectively with internal Support Teams.

• Contribute to the development of the knowledge base to enhance internal learning and enable customer self-service by documenting complex troubleshooting steps and solutions.

• Work alongside Service Managers to ensure compliance with data security, privacy, and governance standards in all configurations and processes.

• Aid Service Managers with customer transitions into Live-Support.

• Act as a contact point for assisting Service Managers in managing and resolving customer escalations.

⛳️ Requirements

• Strong customer focus with experience in a customer-facing role within a consulting environment.

• Willingness to understand customer needs and foster relationships.

• Ability to recognize when to escalate issues appropriately.

• Comprehensive understanding of Workday products such as HCM, Financials, or Payroll, along with any specialized capabilities.

• Capacity to manage competing priorities and resolve issues independently.

• Clear and effective communicator, able to engage with customers and colleagues credibly and empathetically, including in remote work settings.

• Capable of collaborating within remote teams and alongside customers, as well as handling individual tasks with minimal supervision.

• Competent in applying relevant standards and procedures to your own work, ensuring high quality, accuracy, and attention to detail.

• Proactive, solutions-oriented mindset, with a commitment to continuous learning and growth.

• Awareness of the importance of confidentiality and non-disclosure policies and agreements, consistently ensuring the security of information.

• Strong sense of commerciality and a comprehensive view of EDM.

• Eager to mentor others, providing both positive and constructive feedback.

🏝️ Benefits

• Professional development opportunities

• Flexible working hours