About the Role
Workday Support is seeking a dedicated and determined leader to head our Technical Account Management team for EMEA. This individual will focus on leading a team of technical experts supporting customers across various segments and industries.
This role requires proven leadership experience, excellent interpersonal skills, and a strong technical background to navigate complex customer challenges.
A true customer-centric approach and problem-solving expertise will enable this leader to provide direction and insight to the team, unblock issues, and create exceptional customer experiences.
You will:
* Lead a team responsible for building strong customer relationships.
* Be responsible for hiring, coaching, developing, training, and skills management of the team.
* Build and foster a cohesive team with both co-located and virtual resources.
* Review customer pipelines, identify potential candidates, and assist Sales in customer conversations.
* Closely collaborate with Global Support teams and their leadership to deliver exceptional experiences for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers.
* Establish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services).
* Guide the team on complex issues, effectively use resources, and handle communications and expectations within Workday and with clients.
* Effectively use sound business judgment, risk avoidance, and SME resources to coordinate team efforts to solve problems.
* Work with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers.
* Lead by example to champion and maintain Workday's culture and uphold our core values.
* Become an expert in Workday's architecture to support the team and their customers as needed.
* Participate in our 24X7 global coverage plan.
About You
Basic Qualifications
* Bachelor's or Master's degree in a technical field (e.g., Computer Science, MIS) or equivalent technical work experience and acumen.
* 8+ years of validated experience in product support, customer success, account management, or consulting for large, sophisticated HCM/Financial systems (SaaS preferred), with a minimum of 5+ years in a supervisory role.
* Confirmed experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos, or similar in a SaaS environment.
* 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
Other Qualifications:
* Confirmed capability of delivering on departmental goals.
* Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS.
* A customer-first mentality, ability to appropriately prioritize and raise customer issues.
* Established history of successfully leading critical issues through resolution at both the business owners and executive levels.
* Team player with ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management) gaining consensus from multifaceted collaborators to develop action plans in areas where there is no direct owner due to the environment complexity.
* Demonstrated leadership skills and excellent communication with high-level customers. Experience interacting at C-Level.
* Ability to foster change and navigate ambiguity through dedication with an action-orientation approach.
* A reputation for fairness, dependability, and adherence to high ethical standards.
* A track record of successful performance management in a hyper-growth environment.
* Strong analytical and problem-solving skills.
* Ability to read, anticipate, and assess high-stress situations quickly.
* Ability to listen to feedback and come up with improvement plans.
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.