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.

Información sobre el equipo:

El equipo de Gestión Técnica de Cuentas (TAM) brinda una experiencia de soporte proactiva y personalizada para los clientes que requieren un mayor nivel de participación. Los TAM actuarán como punto de contacto principal de soporte para el cliente y también serán sus defensores dentro del soporte y otros equipos internos de Workday.

El TAM garantiza la alineación de los objetivos y metas comerciales dentro de los equipos. Identifican de forma proactiva oportunidades para mejorar la confiabilidad y mantener la disponibilidad del sistema Workday, ayudando a los clientes a administrar sus operaciones de manera efectiva.

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

Información sobre la función

About You

Basic Qualifications

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

Technical Account Manager 

• 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

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Senior Technical Account Manager

• 7+ 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) 

• 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level

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Other Qualifications

• Working 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 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 priorities.

• Strong planning and organizational 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

Cualificaciones básicas:

Título Universitario (es decir, ciencias de la computación, MIS) o experiencia y perspicacia laboral técnica equivalente

Técnico Gerente de Cuentas 

• Más de 4 años de experiencia en soporte de productos, éxito del cliente, gestión de cuentas o consultoría para grandes y complejos sistemas ERP, HCM, financieros, CRM o de computación en la nube (preferiblemente SaaS) 

• Más de 4 años de experiencia implementando o gestionando con éxito proyectos Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos o similares a nivel senior o ejecutivo.​

Gerente Técnico Senior de Cuentas:

• Más de 7 años de experiencia en soporte de productos, éxito del cliente, gestión de cuentas o consultoría para grandes y complejos sistemas ERP, HCM, financieros, CRM o de computación en la nube (preferiblemente SaaS) 

• Más de 5 años de experiencia implementando o gestionando con éxito proyectos Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos o similares a nivel senior o ejecutivo.

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Otras calificaciones

• Experiencia laboral con al menos una de las siguientes áreas comerciales: Recursos Humanos, Nómina, Seguimiento del tiempo, Reclutamiento, Finanzas

• Historial establecido de gestión exitosa de problemas a través de la gestión de resolución y escalamiento tanto a nivel de propietarios de negocios como de nivel ejecutivo.

• Habilidades de liderazgo demostradas y experiencia con partes interesadas de alto nivel. Capacidad para participar en el nivel C

• Un excelente historial de servicio al cliente

• Trabajador de equipo con capacidad para participar en todas las funciones corporativas (socios administradores, atención al cliente, servicios profesionales, desarrollo y gestión de productos)

• Excelentes habilidades de comunicación verbal, de presentación y escrita, incluida la capacidad de presidir reuniones u organizar seminarios web.

• Capacidad para leer, anticipar y evaluar situaciones de alto estrés rápidamente.

• Capacidad para lidiar con el estrés relacionado con los plazos del proyecto y las prioridades en competencia.

• Fuertes habilidades de planificación y organización (la experiencia en gestión de proyectos es imprescindible)

• Excelentes habilidades analíticas, de resolución de problemas y multitarea.

• Capacidad para trabajar de forma independiente, adaptarse rápidamente y mantener una actitud positiva.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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