Technical Account Manager
We are seeking a highly skilled Technical Account Manager to develop and maintain close relationships with our strategic customers.
Your Responsibilities:
1. Build positive relationships with Workday's largest strategic accounts
2. Prioritize multiple accounts simultaneously to ensure timely resolution of business-critical cases
3. Serve 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 and plan solutions
7. 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. Use sound business judgment, risk avoidance, and SME resources to coordinate team efforts to solve problems
10. Regularly review customer cases to identify trends
11. Champion and advocate for customers with internal and external stakeholders
12. Manage complex situations in a fast-paced environment
13. Chair roundtables to facilitate 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 educating them on how to engage with the Workday Support organization and leverage tools
16. Pilot new programs and drive continuous improvement initiatives for production customers
17. Occasional travel up to 25% of the time
18. Participate in our 24x7 program
About You
Basic Qualifications
1. At least 7 years of experience in product support, customer success, account management, or consulting for large, sophisticated HCM/Financial systems (SaaS preferred)
2. 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos, or similar projects at a senior or executive level
3. 3+ years of working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials
Other Qualifications:
1. A proven track record of successfully managing issues through resolution and escalation management at both business owner and executive levels
2. Leadership skills and experience engaging with high-level stakeholders; ability to interact at C-Level
3. Team player with ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development, and Product Management)
4. Excellent verbal, presentation, and written communication skills, including the ability to chair meetings or host webinars
5. Ability to read, anticipate, and assess high-stress situations quickly
6. Ability to manage stress related to project timeframes and competing priorities
7. Strong planning and interpersonal skills (project management experience required)
8. Excellent analytical, problem-solving, and multitasking skills
9. Ability to work independently, adapt quickly, and maintain a positive attitude
10. BS or MS degree in Business, Computer Science, or equivalent experience