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Technical Account Manager
hace 2 semanas
Your work days are brighter here.
We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.
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 identify opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operations.
About the Role
Workday Support is looking for a dedicated, ambitious and self-driven Technical Account Manager with a passion for customer relations. This role requires a self-motivated professional with technical acumen 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 and complex 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 incidents for these customers, managing internal and external communications with stakeholders, including but not limited to C-level executives.
You will:
-Work with Workday's largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously
-Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
-Become an expert in Workday's Architecture and leverage it on all engagements as needed
-Demonstrate competency in Workday products: HCM, Payroll, Financials
-Review upcoming customer events and planned production activities to identify potential problems, then plan and execute 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
-Champion and advocate for customers with internal and external stakeholders
-Manage challenging situations in a fast paced environment
-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 their customers understand how to engage with the Workday Support organization and leverage tools
-Pilot new programs and drive continuous improvement initiatives for production customers
-Travel occasionally up to 25% of the time (adjust depending on region)
-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 a complex B2B enterprise software solution
4+ years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts
Senior Technical Account Manager
7+ years of experience in product support, customer success, account management or consulting for a complex B2B enterprise software solution
5+ years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts
Other Qualifications
Working 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 with high-level stakeholders. Ability to engage at C-Level
An outstanding customer service record
Team player with 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
Ability to deal with the stress related to project timeframes and competing priorities.
Strong planning and organizational skills (project management experience is a must)
Excellent analytical, problem solving, and multitasking skills
Ability to work independently, adapt quickly, and maintain a positive attitude
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process
