- Provides a proactive and personalized support experience for customers that require a higher level of engagement. - Acts as the Support primary point of contact for the customer and also be their advocate within Support and other Workday internal teams. - Ensures business objectives and goals alignment within teams. - Proactively find opportunities to improve reliability and maintain availability of the Workday system, helping customers optimally manage their operations.

- Understanding customer’s product architecture, their objectives and current state of observability- Helping guide customers to implement and map New Relic solutions to their business and technical requirements- Proactively looking for optimizations, improvements and enhanced solutions that would help customers solve problems with better insights- Giving hands-on demonstrations, enablement sessions on a variety of technical topics such as instrumentation, building dashboards, and setting up alerts- Helping customers overcome technical issues by troubleshooting and deep dive analysis

- Empowering customers to get the most out of their various products within the SAP Cloud Integration Suite along with assessing their current architecture and providing a recommended approach to their future integration landscape- Delivering a range of services from the Premium Engagement portfolio, including Go-Live Safeguarding and Business Process Performance Optimizations services- Assisting Max Attention customers with consulting topics through bespoke Expertise on Demand workshops to help solve configuration issues that fall outside traditional support channels- Working as a De-Escalation Architect to assist with the resolution of business down or mission critical issues as the dedicated point of contact for the customer throughout the lifecycle of a critical support case

- Acted as the single point of contact between Engineering and Product Support area including overall supportability of the product and readiness of new releases. This includes development of training plans and assisting in building test scenarios as needed- Facilitate and drive regular meetings with Engineering teams to identify and address trends in escalated incidents that require Engineering participation and to put proactive steps in place to address these issues as they arise- Build a collaborative group across the global Product Support team to efficiently and effectively resolve issues- Ensure the Product Support team have the right knowledge and technical skill and organize training to bridge any support knowledge gaps- Data analysis to help understand product and support performance, problems and root causes. Work with Management and Product Area Leads across Product Support to identify larger issues

- Working with Management to develop initiatives to improve KPIs such as: customer satisfaction, resolution time and initial response time- Hosted weekly scrum meetings to identify and assist with any long running, problematic cases belonging to junior colleagues - Mentoring new starters on the team to provide guidance and training in the incident solving process- Frequently cross-collaborating with other support teams such as the Cloud-based SuccessFactors and on-premise HCM teams to share knowledge and swarm issues that span multiple systems - Quarterly review of colleagues work to prepare a Quality Analysis Assurance report for management

- Resolving Customer issues with their Process Orchestration and Cloud Platform Integration software, often in real-time under escalated production down situations - Working with the Customer over a number of different channels including traditional ticket system, real time chat, screensharing, remote logon and scheduling an expert- Collaborating with the Development Teams responsible for providing bug fixes on critical issues- Creating Knowledge Based Articles which document common problems and their fixes to enable customers to self-service their own support as per the Knowledge-Centered Service support methodology- Working as part of a Global 24/7 team across the EMEA and AMER timezones

- Troubleshooting and assisting with any software & hardware problems encountered with clients' and company phone / IT services- Working with the global IT team to roll-out new IT systems across the centre- Acting as a key point of contact for clients and visitors providing a professional and friendly service