About the Role
Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team for EMEA. This person will focus on leading a team of technical and dedicated individuals (TAMs) supporting customers across all different segments and industries. This role requires shown leadership experience, excellent interpersonal skills, including but not limited to C-Level executives, as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated customers.
A true customer centric demeanor and problem solving expertise, will enable this leader to provide the direction and insight needed to the TAMs on this team, to unblock any issues and create outstanding experiences to our customers.
You will:
1. Lead a team responsible for building strong customer relations
2. Be responsible for hiring, coaching, developing, training, and skills management of the team.
3. Build and foster the growth of a cohesive team which includes resources that are co-located as well as virtual
4. Review customer pipeline, identify potential customer candidates for our service and assist Sales in customer conversations
5. Closely collaborate with the Global Support teams and their leadership to provide a superb experience to our Workday Success Plans Accelerate Plus and WSP Technical Account Management customers
6. Establish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services)
7. Guide the team on raised and sophisticated issues, with effective use of resources, and handle the communications and expectations within Workday and with the client
8. Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
9. Work with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers
10. Lead by example to champion and maintain Workday's culture and uphold our core values
11. Become an expert in Workday's Architecture to support the team and their customers as needed
12. Participate in our 24X7 global coverage plan.
About You
Basic Qualifications
13. BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
14. 8+ years 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
15. Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment
16. 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
17. 5+ years validated experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred) with a minimum of 3+ years in a supervisory role
18. Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment
19. 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
Other Qualifications:
20. Confirmed capability of delivering on departmental goals
21. Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS
22. A customer-first mentality, ability to appropriately prioritise and raise customer issues
23. Established history of successfully leading critical issues through resolution at both the business owners and executive levels
24. Teammate 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
25. Demonstrated leadership skills and excellent communications with high-level customers. Experience interacting at C-Level
26. Ability to foster change and navigate ambiguity through dedication with an action-orientation approach
27. A reputation for fairness, dependability, and adherence to high ethical standards
28. A track record of successful performance management in a hyper-growth environment
29. Strong analytical and problem-solving skills
30. Ability to read, anticipate and assess high stress situations quickly
31. 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.