Technical Lead

hace 2 semanas

San Francisco, Heredia, Costa Rica Workday A tiempo completo

At Workday, we believe in a culture that prioritizes our people's happiness, development, and contribution. As a Technical Account Manager, you will be part of a team that provides proactive and personalized support to customers who require a higher level of engagement.

  1. Work closely with Workday's largest strategic accounts to establish strong relationships and drive business growth.
  2. Manage multiple accounts simultaneously, ensuring seamless communication and alignment with internal teams.
  3. Act as a liaison between Operations, Professional Services, Development, Product Management, and customers to facilitate understanding and alignment.
  4. Develop expertise in Workday's architecture and leverage it to deliver exceptional results in all engagements.
  5. Demonstrate proficiency in Workday products, including HCM, Payroll, and Financials.
  6. Stay ahead of customer needs by reviewing upcoming events and production activities, identifying potential issues, and planning effective solutions.
  7. Collaborate with Senior Leadership, Technical, and Functional staff to remove roadblocks, address delays, and mitigate issues.
  8. Take ownership of escalated issues affecting production success and drive solutions to resolution.
  9. Apply sound business judgment, risk avoidance, and SME resources to coordinate team efforts and solve complex problems.
  10. Regularly review customer cases to identify trends and inform strategic decisions.
  11. Advocate for customers internally and externally, championing their interests and needs.
  12. Manage challenging situations in a fast-paced environment, ensuring timely and effective resolution.
  13. Lead roundtables to foster close communication and relationship building with key stakeholders.
  14. Participate in customer steering committee meetings, driving customer self-sufficiency and continuous improvement initiatives.
  15. Travel occasionally up to 25% of the time, as needed.
  16. Contribute to our 24x7 program, ensuring seamless support to our customers.

Venga con una versión en inglés de su currículum. Gracias.

Información sobre la función:

El equipo de Gestión Técnica de Cuentas brinda una experiencia de soporte proactiva y personalizada para los clientes que requieren un mayor nivel de participación. Los TAM actúan como punto de contacto principal de soporte para el cliente y también son sus defensores dentro del soporte y otros equipos internos de Workday.

El TAM garantiza la alineación de los objetivos y metas comerciales dentro de los equipos. Identifican de forma proactiva oportunidades para mejorar la confiabilidad y mantener la disponibilidad del sistema Workday, ayudando a los clientes a administrar sus operaciones de manera efectiva.

About the Role:

Trabajar con las cuentas estratégicas más importantes de Workday para construir relaciones sólidas, administrar múltiples cuentas simultáneamente y actuar como enlace entre Operaciones, Servicios Profesionales, Desarrollo, Gestión de Productos y Clientes.

Convertirse en un experto en la arquitectura de Workday y aprovéchela en todos los compromisos según sea necesario.

Demostrar competencia en los productos Workday: HCM, Nómina, Finanzas, y revisar los próximos eventos y actividades de producción para identificar potenciales problemas y planificar soluciones efectivas.

Collaborar con Senior Leadership, Technical y Functional staff para remover obstáculos, abordar retrasos y mitigar problemas.

Tomar responsabilidad de los problemas escalados que afectan el éxito de la producción y conducir soluciones a la resolución.

Aplicar un juicio comercial sólido, evitar riesgos y recursos de SME para coordinar esfuerzos de equipo y resolver problemas complejos.

Revisar regularmente los casos de los clientes para identificar tendencias e informar decisiones estratégicas.

Abogar por los clientes interna y externamente, promoviendo sus intereses y necesidades.

Gerenciar situaciones desafiantes en un entorno de alta velocidad, asegurando resolución oportuna y efectiva.

Dirigir mesas redondas para fomentar comunicación cercana y construcción de relaciones con stakeholders clave.

Participar en reuniones del comité de dirección de los clientes, impulsando la autosuficiencia de los clientes y las iniciativas de mejora continua.

Realizar viajes ocasionalmente hasta el 25% del tiempo, según sea necesario.

Contribuir al programa 24x7, asegurando soporte ininterrumpido a nuestros clientes.

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