Workday Technical Account Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About The Tea

mThe Technical Account Management (TAM) team provides a proactive and personalized support experience for customers that require a higher level of engagement. TAMs will act as the Support primary point of contact for the customer and also be their advocate within Support and other Workday internal teams

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The TAM ensures business objectives and goals alignment within teams. They proactively identify opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operation

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About The R

oleWorkday Support is looking for a dedicated, ambitious and self-driven Technical Account Manager with a passion for customer relations. This role requires a self-motivated professional with technical acumen that consistently brings a high level of commitment 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 complex custome

rs.
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 executi

ves.
You

• will:Work with Workday's largest strategic accounts to build strong relation
• shipsManage multiple accounts simultane
• ouslyAct as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alig
• nmentBecome an expert in Workday's Architecture and leverage it on all engagements as n
• eededDemonstrate competency in Workday products: HCM, Payroll, Finan
• cialsReview upcoming customer events and planned production activities to identify potential problems, then plan and execute solu
• tionsSuccessfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate i
• ssuesOwn and drive escalated issues blocking production su
• ccessEffectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve pro
• blemsCarry out regular review of customer cases to identify t
• rendsChampion and advocate for customers with internal and external stakeho
• ldersManage challenging situations in a fast paced enviro
• nmentChair roundtables to ensure close communication and relationship building with key stakeho
• ldersServe on and actively participate in customer steering committee mee
• tingsDrive 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 cust
• omersTravel occasionally up to 25% of the
• timeParticipate in our 24x7 pr

ogram
Abo

ut YouBasic Qualifica

tions Technical Account Ma

• nager 4+ years of experience in product support, customer success, account management or consulting for large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS pref
• erred)4+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive

levelSenior Technical Account Ma

• nager 7+ years of experience in product support, customer success, account management or consulting for a large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS pref
• erred)5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive

level
Other Qualific

• ations:BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and
• acumenExperience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Fin
• ancialsEstablished history of successfully managing issues through resolution and escalation management at both the business owners and executive
• levelsDemonstrated leadership skills and experience engaging with C-level exe
• cutivesAn outstanding customer service
• recordA great teammate with the ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Mana
• gement)Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host w
• ebinarsAbility to read, anticipate and assess high stress situations
• quicklyStrong planning and organizational skills (project management experience is
• a must)Able to travel occasionally (up to 25% of the time) and participate in our 24x7

program
If you meet these basic qualifications and have a passion for building, improving and excelling the customer experience, we invite you to join this fast-paced and growi