Workday Technical Account Manager

Workday, Inc.Austin, TX, USA

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About the Role

Workday 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 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 :

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

BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
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 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
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 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

Other Qualifications :

Experience with at least one of the following business areas : Human Resources, Payroll, Time Tracking, Recruiting, Financials

Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels

Demonstrated leadership skills and experience engaging with C-level executives

An outstanding customer service record

A great teammate with the 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

Strong 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 growing team!

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission / bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please .

Primary Location : USA.TX.AustinPrimary Location Base Pay Range : $94,000 USD - $141,000 USDAdditional US Location(s) Base Pay Range : $89,300 USD - $158,600 USD

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Technical Account Manager • Austin, TX, USA