Strategic Customer Relationship Manager

2 weeks ago

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

About the Role

Workday Support is in search of a proactive, driven, and customer-focused Technical Account Manager who is passionate about fostering strong client relationships. This position calls for a self-starter with a robust technical background who consistently demonstrates a high level of dedication to both clients and Workday colleagues. The ideal candidate will possess exceptional communication and project management abilities, along with the capacity to navigate the complexities associated with large, multifaceted clients.

Your Responsibilities:

  • Establish and nurture relationships with Workday's key strategic accounts.
  • Simultaneously manage multiple client accounts.
  • Serve as a bridge between Operations, Professional Services, Development, Product Management, and Clients to ensure clarity and alignment.
  • Gain expertise in Workday's Architecture and apply this knowledge in all relevant engagements.
  • Exhibit proficiency in Workday products including HCM, Payroll, and Financials.
  • Review upcoming client events and planned production activities to identify potential challenges, then devise and implement solutions.
  • Engage effectively with Senior Leadership, Technical, and Functional teams to eliminate obstacles, address delays, and mitigate issues.
  • Take ownership of and drive escalated issues that hinder production success.
  • Utilize sound business judgment, risk management, and subject matter expert resources to coordinate team efforts in problem-solving.
  • Conduct regular reviews of client cases to identify trends.
  • Advocate for clients with both internal and external stakeholders.
  • Manage high-pressure situations in a dynamic environment.
  • Facilitate roundtable discussions to promote effective communication and relationship building with key stakeholders.
  • Actively participate in customer steering committee meetings.
  • Encourage client self-sufficiency by ensuring they understand how to engage with the Workday Support organization and utilize available tools.
  • Pioneer new initiatives and drive continuous improvement efforts for production clients.
  • Occasional travel may be required.
  • Participate in our 24x7 support program.

About You

Basic Qualifications:

  • 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 large, complex ERP, HCM, Financial, CRM, or cloud computing systems (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:

  • Bachelor's or Master's degree in a Technical field (e.g., Computer Science, MIS) or equivalent technical experience.
  • Experience in at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials.
  • Proven track record of effectively managing issues through resolution and escalation management at both business owner and executive levels.
  • Demonstrated leadership skills and experience engaging with high-level stakeholders, including C-Level executives.
  • Exceptional customer service history.
  • Collaborative team player 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 lead meetings or host webinars.
  • Ability to quickly read, anticipate, and assess high-stress situations.
  • Capability to manage stress related to project timelines and competing priorities.
  • Strong planning and organizational skills (project management experience is essential).
  • Outstanding analytical, problem-solving, and multitasking abilities.
  • Ability to work independently, adapt swiftly, and maintain a positive outlook.

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 refer to the company's resources.

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