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Manager, Technical Account Management

4 months ago

Salt Lake City, United States Workday Full time
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 for the US - West. 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 HCM/Financial systems (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.
  • Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, UKG or similar a SaaS Solution
  • 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.
  • A technical degree or equivalent work experience
Other Qualifications:
  • Confirmed capability of delivering on departmental goals
  • Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS
  • A customer-first mentality, ability to appropriately prioritize and raise customer issues
  • Established history of optimally leading critical issues through resolution at both the business owners and executive levels
  • Teammate with ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management) gaining consensus from multifaceted collaborators to develop action plans in areas where there is no direct owner due to the environment complexity
  • Demonstrated leadership skills and excellent communications with high-level customers. Experience interacting at C-Level
  • Ability to champion change and navigate ambiguity through dedication with an action-orientation approach
  • A reputation for fairness, dependability, and adherence to high ethical standards
  • A track record of successful performance management in a hyper-growth environment
  • Strong analytical and problem-solving skills
  • Ability to read, anticipate and assess high stress situations quickly
  • Ability to listen to feedback and come up with improvement plans


Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.UT.Salt Lake City

Primary Location Base Pay Range: $130,200 USD - $195,400 USD

Additional US Location(s) Base Pay Range: $114,200 USD - $195,400 USD

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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