Technical Account Manager

Workday Support is looking for a dedicated, ambitious, and self-driven Technical Account Manager with a passion for customer relations.

The Technical Account Management (TAM) team provides a proactive and personalized support experience for customers that require a higher level of engagement.

As a Technical Account Manager, 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 reviews 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

Requirements:

• BS or MS in a Technical Degree (e.g., Computer Science, MIS) or equivalent technical work experience and acumen
• 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
• 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 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
• 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