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 positive relationships
- Prioritise multiple accounts simultaneously
- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
- Become an authority in Workday's Architecture and leverage it on all engagements as needed
- Demonstrate proficiency 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 meaningful 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
- 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 large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS preferred)
- 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level
Nice to Have:
- 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