Senior Technical Account Manager

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.


Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.
About the opportunity
As a key member of the Dayforce organization, renowned for its rapidly growing SaaS product, the Senior Technical Account Manager (TAM) delivers premium, high-touch account management services to assigned clients. In this role, the Senior TAM partners closely with Customer Success Managers and Support Analysts to provide best-in-class support ensuring seamless client experiences and long-term success.
The Senior TAM takes a hands-on approach with the Dayforce product, leveraging a strong technical aptitude to drive proactive solutions and optimize platform usage. They collaborate with Product & Technology, Implementation, Value-Added Services, Application Support, and other key stakeholders to enhance client satisfaction and maximize ROI. This role requires a strategic mindset, technical expertise, and a client-centric approach to help organizations fully realize the value of their Dayforce investment.
The Senior TAM is a skilled partner and the client’s trusted advisor and finds opportunities to develop a long-term relationship with customers by understanding their business operations and optimizing the Dayforce solution to meet their strategic goals and functional needs.
This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about client management, and thrives in a highly collaborative and fast-paced environment.
What you’ll get to do
• Partner with the Customer Success Manager to drive overall customer success outcomes including value realization, customer growth, retention, and advocacy.
• Understand the big picture and the business your customer is in – connect the dots and translate your customers’ business problems into a viable solution using Dayforce products and services.
• Define and monitor key performance indicators and devise a technical strategy to accomplish and maintain them.
• Analyze customer usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reduction.
• Leverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutions.
• Play an active role in ensuring that the integration of services and infrastructure architectures are designed and implemented to meet evolving business/operational requirements and standards for reliability, scalability and availability.
• Plan, communicate, support, and drive Dayforce upgrade readiness.
• Meet or exceed targeted Net Promoter Score (NPS) levels, TAM Services year over year growth and client retention metrics.
• Leverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependability.
• Solicit customer feedback and partner with internal Dayforce teams to drive product and operational improvements.
• Contribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievements.
• De-escalate technical issues effectively with some supervision, including critical issues with executive visibility.
• Proactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happen.
• Act as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing clients’ expectations.
• Participate or lead TAM team projects and initiatives.
Skills and experience we value
• Bachelor’s degree in computer science, Engineering, or relevant software/computer related fields.
• 3+ years of experience in Dayforce Support, Services, or related technical teams.
• Proven HCM domain experience, specifically in at least two core modules (Payroll, Benefits, WFM and HR).
• Strong technical background with a proven ability to resolve highly complex business and integration ch