Technical Account Manager, Workday
WillHire
CloudERPOracle
Technical Account Manager
WillHire
full-time
Posted on:
Origin: • 🇺🇸 United States • Ohio, Oregon
Visit company websiteSalary
💰 $89,300 - $158,600 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudERPOracle
About the role
- Act as the Support primary point of contact for the customer and be their advocate within Support and other Workday internal teams
- Ensure business objectives and goals alignment within teams
- Proactively identify opportunities to improve reliability and maintain availability of the Workday system
- Develop and maintain close relationships with a strategic group of implementing and production customers
- Coordinate and prioritize business critical cases/events and drive escalations and incidents for these customers
- Manage internal and external communications with stakeholders, including but not limited to C-level executives
- Work with Workday's largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously
- Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
- Become an expert in Workday's Architecture and leverage it on all engagements as needed
- Demonstrate competency 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 challenging 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 (adjust depending on region)
- Participate in our 24x7 program
Requirements
- BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
- Technical Account Manager 4+ 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 level
- Senior Technical Account Manager 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
- Working experience with at least one of the following business areas preferred: Human Resources, Payroll, Time Tracking, Recruiting, Financials
- History of successful issue resolution and escalation management skills at all levels, including executive
- Strong leadership and stakeholder management abilities, with C-level engagement experience
- Collaborative team player with cross-functional engagement skills
- Excellent communication (verbal, presentation, written) and meeting facilitation skills
- Ability to quickly assess and navigate high-stress situations
- Strong planning, organization (project management a must), analytical, problem-solving, and multitasking skills
- Ability to work independently, adapt quickly, and maintain a positive attitude
- Able to travel as needed
