Manager, Technical Account Management

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Manager, Technical Account Management

Apply remote type Onsite locations IRL.Dublin.Dockline time type Full Time posted on Posted 30+ Days Ago job requisition id JR-0086295 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 also be their advocate within Support and other Workday internal teams. 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 optimally manage their operations. About the Role Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team for EMEA. 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 foster 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 champion 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

• BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen

Senior Manager, Technical Account Management

• 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 5+ years in a supervisory role
• Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment
• 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.

Manager, Technical Account Management 

• 5+ years validated experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred) with a minimum of 3+ years in a supervisory role
• Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment
• 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.

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 prioritise and raise customer issues
• Established history of successfully 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 foster 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

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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

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Want Information about Workday Benefits?

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!

Being a Great Place to Work

Are you interested in contract opportunities at Workday?

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.

About Workday

At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do. Join us! Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday. Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. Workday is committed to providing reasonable accommodations for qualified individuals with disabilities, disabled veterans, and others during our application process. If you need assistance or an accommodation due to a disability or for religious reasons, contact us at accommodations@workday.com. #J-18808-Ljbffr