Technical Account Manager
Workday
- North Sydney, NSW
- Permanent
- Full-time
The TAM ensures business objectives and goals alignment within teams. They proactively identify opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operations.About the RoleWorkday Support is looking for a dedicated, ambitious and self-driven Technical Account Manager with a passion for customer relations. This role requires a self-motivated professional with technical acumen that consistently brings a high level of commitment to customers and Workday teammates. The ideal candidate brings strong communication and project management skills as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and complex customers.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 Workday's largest strategic accounts to build strong relationshipsManage multiple accounts simultaneouslyAct as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignmentBecome an expert in Workday's Architecture and leverage it on all engagements as neededDemonstrate competency in Workday products: HCM, Payroll, FinancialsReview upcoming customer events and planned production activities to identify potential problems, then plan and execute solutionsSuccessfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issuesOwn and drive escalated issues blocking production successEffectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problemsCarry out regular review of customer cases to identify trendsChampion and advocate for customers with internal and external stakeholdersManage challenging situations in a fast paced environmentChair roundtables to ensure close communication and relationship building with key stakeholdersServe on and actively participate in customer steering committee meetingsDrive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage toolsPilot new programs and drive continuous improvement initiatives for production customersTravel occasionally up to 25% of the timeParticipate in our 24x7 programAbout YouBasic QualificationsBS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumenTechnical Account Manager4+ 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)4+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive levelSenior Technical Account Manager7+ 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 levelOther QualificationsWorking experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, FinancialsEstablished history of successfully managing issues through resolution and escalation management at both the business owners and executive levelsDemonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-LevelAn outstanding customer service recordTeam 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 webinarsAbility to read, anticipate and assess high stress situations quicklyAbility 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 skillsAbility to work independently, adapt quickly, and maintain a positive attitudeOur Approach to Flexible WorkWith 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.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!