Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About the Team
The Technical Account Management (TAM) team provides a proactive and personalized support experience for customers that require a higher level of engagement. TAMs will act as the Support primary point of contact for the customer and also be their advocate within Support and other Workday internal teams.
The TAM ensures business objectives and goals alignment within teams. They proactively find opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operations.
About the Role
Workday is looking for an experienced Technical Account Manager with a passion for customer relations, project and account management. This role requires a self-motivated professional with a strong technical background that consistently brings a high level of commitment to customers and Workday teammates. The ideal candidate brings strong communication and project management skills as well as strong technical background and the ability to strategically and tactically navigate the challenges with large, strategic customers.
The Technical Account Manager will develop and maintain close relationships with a strategic group of implementing and production customers. The ideal candidate will coordinate and prioritize business critical cases/events, and will be responsible for driving escalations and managing incidents for these customers, including internal and external communications with stakeholders.
Key Areas of Responsibility:
- Work with Workday's largest strategic accounts to build strong relationships
- Manage multiple accounts simultaneously
- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers
- Demonstrate proficiency in Workday products (HCM, Payroll, Financials) and become an expert in Workday's Architecture
- Review upcoming customer events and planned production activities to identify potential problems, then plan and implement solutions
- Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
- Own and drive escalated issues blocking production success
- Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
- Carry out regular review of customer cases to identify trends
- Handle challenging situations in a fast paced environment
- Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
- Serve on and actively participate in customer steering committee meetings
- Drive customer self-sufficiency by ensuring customers understand how to engage with the Workday Support organization and tools
- Pilot new programs and drive continuous improvement initiatives for production customers
- Travel occasionally up to 25% of the time
- Participate in our 24x7 program
About You
Basic Qualifications
- BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
Technical Account Manager
- 4+ years of experience in product support, customer success, account management or consulting for large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS preferred)
- 4+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level
Senior Technical Account Manager
- 7+ years of experience in product support, customer success, account management or consulting for a large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS preferred)
- 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level
Other Qualifications:
- Experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials
- Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels
- Demonstrated leadership skills and experience engaging with C-level executives
- An outstanding customer service record
- A great teammate with the ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management)
- Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars
- Ability to read, anticipate and assess high stress situations quickly
- Strong planning and organizational skills (project management experience is a must)
- Able to travel occasionally (up to 25% of the time) and participate in our 24x7 program
If you meet these basic qualifications and have a passion for building, improving and excelling the customer experience, we invite you to join this fast-paced and growing team!
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