Social network you want to login/join with:Workday Support is looking for a dedicated, high-reaching and determined Technical Account Manager with a passion for customer relations. This role requires a self-motivated professional with technical savvy that consistently brings a high level of dedication to customers and Workday teammates. The ideal candidate brings strong communication and project management skills as well as a strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated 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 positive relationshipsPrioritize multiple accounts simultaneouslyAct as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignmentBecome an authority in Workday's Architecture and leverage it on all engagements as neededDemonstrate proficiency in Workday products: HCM, Payroll, FinancialsReview upcoming customer events and planned production activities to identify potential problems, then plan and execute solutionsSuccessfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issuesOwn and drive escalated issues blocking production successEffectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problemsCarry out regular review of customer cases to identify trendsChampion and advocate for customers with internal and external stakeholdersManage meaningful situations in a fast-paced environmentChair roundtables to ensure close communication and relationship building with key stakeholdersServe on and actively participate in customer steering committee meetingsDrive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage toolsPilot new programs and drive continuous improvement initiatives for production customersTravel occasionally up to 25% of the timeParticipate in our 24x7 programAbout YouBasic Qualifications7+ years of experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (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 level3+ years of working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, FinancialsOther Qualifications:Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levelsDemonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-LevelTeam 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 webinarsAbility to read, anticipate and assess high stress situations quicklyAbility to take care of the stress related to project timeframes and competing priorities.Strong planning and interpersonal skills (project management experience is a must)Excellent analytical, problem solving, and multitasking skillsAbility to work independently, adapt quickly, and maintain a positive attitudeBS or MS degree in Business, Computer Science, or equivalent experiencePursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
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