About the Role
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 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:
1. Work with Workday's largest strategic accounts to build positive relationships
2. Prioritise multiple accounts simultaneously
3. Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
4. Become an authority in Workday's Architecture and leverage it on all engagements as needed
5. Demonstrate proficiency in Workday products: HCM, Payroll, Financials
6. Review upcoming customer events and planned production activities to identify potential problems, then plan and execute solutions
7. Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
8. Own and drive escalated issues blocking production success
9. Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
10. Carry out regular review of customer cases to identify trends
11. Champion and advocate for customers with internal and external stakeholders
12. Manage meaningful situations in a fast paced environment
13. Chair roundtables to ensure close communication and relationship building with key stakeholders
14. Serve on and actively participate in customer steering committee meetings
15. Drive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage tools
16. Pilot new programs and drive continuous improvement initiatives for production customers
17. Travel occasionally up to 25% of the time
18. Participate in our 24x7 program
About You
Basic Qualifications
19. 7+ years of experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred)
20. 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level
21. 3+ years of working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials
Other Qualifications:
22. Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels
23. Demonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-Level
24. An outstanding customer service record
25. Team player with ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management)
26. Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars
27. Ability to read, anticipate and assess high stress situations quickly
28. Ability to take care of the stress related to project timeframes and competing priorities.
29. Strong planning and interpersonal skills (project management experience is a must)
30. Excellent analytical, problem solving, and multitasking skills
31. Ability to work independently, adapt quickly, and maintain a positive attitude
32. BS or MS degree in Business, Computer Science, or equivalent experience
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.