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Senior Technical Account Manager (APJ Shift)
Workday
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Technical Account Manager will develop and maintain close relationships with a strategic group of implementing and production customers. The ideal candidate will coordinate and prioritize business critical cases/events and will be responsible for driving escalations and incidents for these customers, managing internal and external communications with stakeholders, including but not limited to C-level executives.
You will:
- Work with Workdays largest strategic accounts to build positive relationships
- Prioritise multiple accounts simultaneously
- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
- Become an authority in Workdays Architecture and leverage it on all engagements as needed
- Demonstrate proficiency in Workday products: HCM, Payroll, Financials
- Review upcoming customer events and planned production activities to identify potential problems, then plan and execute 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
- Champion and advocate for customers with internal and external stakeholders
- Manage meaningful situations in a fast paced environment
- 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 their customers understand how to engage with the Workday Support organization and leverage 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
Basic Qualifications
- BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
- 7+ years of experience in product support, customer success, account management or consulting for 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
- Working 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 with high-level stakeholders. Ability to engage at C-Level
- An outstanding customer service record
- Team player with 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
- Ability to deal with the stress related to project timeframes and competing priorities.
- Strong planning and organizational skills (project management experience is a must)
- Excellent analytical, problem solving, and multitasking skills
- Ability to work independently, adapt quickly, and maintain a positive attitude
Employment Type: Full Time, Permanent
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What people at Workday are saying
What Workday employees are saying about work life
based on 29 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Workday Benefits
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