Technical Account Manager, Workday
More information about location
Enterprise management cloud platform
Job no longer available
Enterprise management cloud platform
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To provide an all-in-one management cloud solution for the rapidly changing business requirements of the modern world.
Role
Who you are
- 4+ years of experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred)
- 4+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level
- 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 take care of the stress related to project timeframes and competing priorities
- Strong planning and interpersonal skills (project management experience is a must)
- Excellent analytical, problem solving, and multitasking skills
- Ability to work independently, adapt quickly, and maintain a positive attitude
What the job involves
- 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 find opportunities to improve reliability and maintain availability of the Workday system, helping customers optimally manage their operations
- 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
- Work with Workday's largest strategic accounts to build positive relationships
- Prioritise multiple accounts simultaneously
- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
- Become an authority in Workday's Architecture and leverage it on all engagements as needed
- Demonstrate proficiency 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 meaningful 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
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
Workday has acquired and paired up with many other companies to keep expanding its offering. In 2021, it purchased the employee feedback platform Peakon in response to the growing need for managers to be able to survey workers and collect satisfaction data without face-to-face meetings. The company has also bought and developed many financial tools and HR management tools.
The company’s goal is to provide end-to-end back office services and while there are other providers, such as UKG Pro and Ceridian HCM, Workday’s broad offering helps them to stand out. Though it faced a tough global market in 2023 and has shed some of its headcount, Workday has seen a 6.5% gain in value in the first quarter of 2024. It is now focusing on growth and developing the AI capabilities of its platform. .
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company benefits
- Company equity
- Vision and dental insurance
- Work from home opportunities
- Health insurance
- Virtual primary care
- Flexible time-off policy
- Global mental health resources
- Global dedicated on-site clinical counselors
- Global well-being days
- $25k fertility/family planning benefits
- North Star financial wellness
- Retirement funds and matching
Company values
- Employees - Most fundamentally, people are the core of our business. Without them, we would not have a business. We hire the best and expect great accomplishments
- Customer service - Every investment and decision we make has our customers in mind, and we pull out all stops to make the satisfaction of our customers paramount
- Innovation - We aim for innovation not only in our development organization but also in the way we approach all aspects of our business
- Integrity - We say what we mean, and mean what we say. We stick to our commitments, treat everyone equitably, and communicate openly and honestly
- Fun - We also feel it’s important to have a sense of humor. We like to laugh—it makes our work that much more enjoyable. We also invest in community and company events that help our employees and their families feel a connection to Workday beyond business as usual
- Profitability - Long-term economic success is what helps us provide employees and customers with the best productivity tools, solutions, and services. While important, profitability is not why we exist. Simply put, at Workday we exist to make and provide great products and services
Company HQ
Pleasanton, CA
Articles
Leadership
Aneel Bhusri
(CEO)Worked for Morgan Stanley for 3 years and took a Stanford MBA, before spending almost 6 years at Oracle as SVP. Co-founded Workday in 2005 while working as a Greylock Advisory Partner.
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