Manager, Technical Account Management

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 will also be their advocate within Support and other Workday internal teams.

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

About the Role

Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team. This person will focus on leading a team of technical and dedicated individuals (TAMs) supporting customers across all different segments and industries. This role requires shown leadership experience, excellent interpersonal skills, including but not limited to C-Level executives, as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated customers.

A true customer centric demeanor and problem solving expertise, will enable this leader to provide the direction and insight needed to the TAMs on this team, to unblock any issues and create outstanding experiences to our customers.

You will:

• Lead a team responsible for building strong customer relations

• Be responsible for hiring, coaching, developing, training, and skills management of the team.

• Build and nurture the growth of a cohesive team which includes resources that are co-located as well as virtual

• Review customer pipeline, identify potential customer candidates for our service and assist Sales in customer conversations

• Closely collaborate with the Global Support teams and their leadership to provide a superb experience to our Workday Success Plans Accelerate Plus and WSP Technical Account Management customers

• Establish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services)

• Guide the team on raised and sophisticated issues, with effective use of resources, and handle the communications and expectations within Workday and with the client

• Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems

• Work with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers

• Lead by example to nurture and maintain Workday's culture and uphold our core values

• Become an expert in Workday's Architecture to support the team and their customers as needed

• Participate in our 24X7 global coverage plan.

About You

Basic Qualifications:

• 8+ years validated experience in product support, customer success, account management or consulting for large, sophisticated ERP, HCM, Financial, CRM or cloud computing system (SaaS preferred) with a minimum of 2+ years in a supervisory role for a Manager level and 5+ years in a supervisory role for a Sr. Manager level.

• Experience leading and mentoring an account or escalation management team supporting a complex SaaS Solution

• A technical degree or equivalent work experience

Other Qualifications:

• Experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials

• Confirmed capability of delivering on departmental goals

• Excellent understanding of standard support metrics like Initial Response, SLA, TTR,