Technical Account Manager

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.