Principal 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 a key member of the Dayforce organization, renowned for its rapidly growing SaaS product, the Principal Technical Account Manager (TAM) delivers premium, high-touch account management services to a portfolio of high-value, complex accounts. In this role, the Principal 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 TAM provides executive-level guidance, shaping long-term technical strategy, and serving as a trusted advisor to our most strategic customers.

The Principal TAM operates as a cross-functional lead, working closely with Customer Success, Product & Technology, Support, Implementation, and Value-Added Services to ensure client success at scale. With deep domain knowledge and technical expertise, they proactively identify risks and opportunities, guide platform optimization, and deliver strategic recommendations that drive operational efficiency, compliance, and business value.

This role requires strong thought leadership, influencing skills, and a proactive, consultative mindset. The Principal TAM not only understands the intricacies of Dayforce functionality but also the broader business context of each client, enabling them to align Dayforce capabilities to evolving organizational goals and industry trends.

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.
• Provide executive-level guidance, shaping long-term technical strategy, and serving as a trusted advisor to customers.
• Understand the big picture and the business your customer is in – connect the dots and translate your customer’s 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 your customer’s 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 minimal 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.
• Serve as an objective customer advocate within the business, influencing outcomes while managing customer expectations.
• Coordinate regional TAM support for global customers, ensuring a seamless and consistent experience.
• Anticipate customers' future needs and provide comprehensive industry, vertical, and geographic insights based on both external and internal data. Recommend product and process improvements to the business.
• Support new TAM hires during onb