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. They are the primary point of contact for the customers and also be their advocate within Support and other Workday internal teams.

They ensure business objectives and goals alignment within teams. Proactively find opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively run their operations.

About the Role

We are looking for an experienced Technical Account Manager with a passion for customer relations, project and account management to join our Technical Account Management team!

In this role, you'll develop and maintain close relationships with a strategic group of implementing and production customers, coordinate and prioritize business critical cases/events, and will be responsible for handling critical issues and incidents for these customers, including internal and external communications with key members.

Key Areas of Responsibility:

• Act as a liaison between Operations, Customer Support, Professional Services, Development, Product Management,  Customers and Partners.

• Demonstrate proficiency in Workday products (HCM, Payroll, Financials) and become an expert in Workday's Architecture

• Review upcoming customer events and planned production activities to identify potential problems, then plan and implement solutions

• Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues

• Own and drive advanced 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 and chair roundtables to ensure close communication and relationship building with key team members

• Drive customer self-sufficiency by ensuring customers understand how to engage with the Workday Support organization and tools

• Pilot new programs and drive continuous improvement initiatives for production customers

• Travel occasionally

• Participate in our 24x7 program

About You

You are a dynamic and technically minded individual who loves to get into the details, helps to develop pathways to solutions in a sophisticated and fast paced environment as well as develop deep customer relationships!

A great communicator with strong project management skills and have strong ability to strategically and tactically navigate the challenges with large, strategic customers.

In addition to having a customer first approach, we would love it if you also possessed:

• A track record of handling complex enterprise customers within the ASEAN region

• The ability to identify and improve platform health through effective monitoring and developing action plans

• Lived by a set of values that align with our own (make sure you look them up). We’re a value based organisation, and we truly believe that exceptionally successful professionals can also be phenomenal humans.

• ERP/ HCM/ Finance/ Planning or SaaS experience is ideal.

• 7+ years of experience in product support, customer success, account management or relatable SaaS or ERP experience.

• 5+ years of experience successfully driving or managing SaaS projects

Candidates with lesser years of experience will be considered for Technical Account Manager role:

• 4+ years of experience in product support, customer success, account management or relatable SaaS or ERP experience.

• 4+ years of experience successfully implementing or managing SaaS projects

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!