Description
Workday Support is looking for a dedicated, ambitious and self-driven Technical Account Manager with a passion for customer relations.
The Technical Account Manager will develop and maintain close relationships with a strategic group of implementing and production customers.
Responsibilities:
- 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
- At times, be a communication bridge between internal Workday teams and Workday Japan Leadership.
- 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
Requirements:
- BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
- 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
- Must speak and write Japanese and English fluently