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Workday Technical Account Manager

2 months ago

Atlanta, Georgia, United States Workday, Inc. Full time

About the Role

Workday, Inc. is seeking an experienced Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for building and maintaining close relationships with our strategic customers. This role requires a self-motivated professional with a strong technical background and excellent communication and project management skills.

Key Responsibilities:

  • Develop and maintain strong relationships with our strategic customers
  • Coordinate and prioritize business-critical cases and events
  • Act as a liaison between Operations, Professional Services, Development, Product Management, and Customers
  • Demonstrate proficiency in Workday products (HCM, Payroll, Financials) and become an expert in Workday's Architecture
  • Review upcoming customer events and planned production activities to identify potential problems and plan solutions
  • Successfully engage with Senior Leadership, Technical, and Functional staff to remove roadblocks, address delays, and mitigate issues
  • Own and drive escalated issues blocking production success
  • Effectively use sound business judgment, risk avoidance, and SME resources to coordinate team efforts to solve problems
  • Carry out regular review of customer cases to identify trends
  • Handle challenging situations in a fast-paced environment
  • Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
  • Serve on and actively participate in customer steering committee meetings
  • Drive customer self-sufficiency by ensuring customers understand how to engage with the Workday Support organization and tools
  • Pilot new programs and drive continuous improvement initiatives for production customers
  • Travel occasionally up to 25% of the time
  • Participate in our 24x7 program

About You

  • 4+ years of experience in product support, customer success, account management, or consulting for large, complex ERP, HCM, Financial, CRM, or cloud computing systems (SaaS preferred)
  • 4+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos, or similar projects at a senior or executive level
  • 7+ years of experience in product support, customer success, account management, or consulting for a large, complex ERP, HCM, Financial, CRM, or cloud computing system (SaaS preferred)
  • 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos, or similar projects at a senior or executive level

Other Qualifications:

  • BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
  • Experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials
  • Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels
  • Demonstrated leadership skills and experience engaging with C-level executives
  • An outstanding customer service record
  • A great teammate with the ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development, and Product Management)
  • Excellent verbal, presentation, and written communication skills, including the ability to chair meetings or host webinars
  • Ability to read, anticipate, and assess high-stress situations quickly
  • Strong planning and organizational skills (project management experience is a must)
  • Able to travel occasionally (up to 25% of the time) and participate in our 24x7 program