Senior Technical Account Manager

2 months ago

Auckland City, New Zealand Workday Full time

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 Team

The 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.

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 operations.

About the Role

You will:
- Work with Workday's largest strategic accounts to build strong relationships- Manage multiple accounts simultaneously- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment- Become an expert in Workday's Architecture and leverage it on all engagements as needed- Demonstrate competency in Workday products: HCM, Payroll, Financials- Review upcoming customer events and planned production activities to identify potential problems, then plan and execute solutions- Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues- Own and drive escalated issues blocking production success- Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems- Carry out regular review of customer cases to identify trends- Champion and advocate for customers with internal and external stakeholders- Manage challenging situations in a fast paced environment- Chair roundtables to ensure close communication and relationship building with key stakeholders- Serve on and actively participate in customer steering committee meetings- Drive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage tools- Pilot new programs and drive continuous improvement initiatives for production customers- Travel occasionally up to 25% of the time- Participate in our 24x7 program

About You

Basic Qualifications - Senior Technical Account Manager- 5+ years of experience in product support, customer success, account management or consulting for large, complex 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 level- 3+ years of working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials

Basic Qualifications - Principal Technical Account Manager- 10+ years of experience in product support, customer success, account management or consulting for large, complex HCM/Financial systems (SaaS preferred)- 10+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level- 6+ years of working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials

Other Qualifications:
- Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels- Demonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-Level- An outstanding customer service record- Team 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 webinars- Ability to read, anticipate and assess high stress situations quickly- Ability to deal with the stress related to project timeframes and competing pr

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