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.


About the opportunity

As an integral of the Dayforce organization, renowned for its rapidly growing SaaS product, the Technical Account Manager (TAM) delivers high-quality, personalized account support to assigned clients. In this role, the TAM works collaboratively with Customer Success Managers and Support Analysts to ensure a smooth client experience and support the successful use of the Dayforce platform.

The TAM takes a hands-on approach in helping clients optimize their use of Dayforce, leveraging a solid technical foundation to investigate issues, implement best practices, and drive adoption. They assist in proactively identifying potential risks, recommending solutions, and helping clients get the most value from their investment.

Working under the guidance of more senior team members, the TAM partners with cross-functional teams including Product & Technology, Implementation, and Application Support to align on issue resolution and continuous improvement opportunities. The role is ideal for individuals with strong analytical skills, technical curiosity, and a passion for helping clients succeed.

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.
• Monitor key performance indicators and devise a technical strategy to accomplish and maintain them.
• Analyze your customer’s usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reduction.
• Plan, communicate, and support Dayforce upgrade readiness.
• Contribute to promoter Net Promoter Score (NPS) levels 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 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.
• Participate in team projects and initiatives.

Skills and experience we value
• Bachelor’s degree in computer science, Engineering, or relevant software/computer related fields.
• 2+ years of experience in Dayforce Support, Services, or related technical teams.
• 2+ years of proven domain knowledge in one or more HCM areas (Workforce Management, HR, Payroll, Benefits, Talent Acquisition, Performance Management).
• Strong technical background with a proven ability to resolve highly complex issues.
• Strong understanding of relational database systems and proficiency with SQL, XML, and/or XSLT.
• Outstanding oral and written communication skills.
• Deep familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML.
• Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols.
• Comfortable with traveling internationally and has a valid passport.

What would make you really stand out
• Customer-centric mindset with a focus on delivering measurable value and satisfaction.
• Collaborative team player who actively contributes to a supportive and high-performing work environment.
• Self-motivated and proactive, with the ability to work indep