Technical Account Manager, Workday

Salary not provided
Oracle
SAP
Mid and Senior level
Dublin

More information about location

Workday

Enterprise management cloud platform

Job no longer available

Workday

Enterprise management cloud platform

1001+ employees

B2BHRInternal toolsAnalyticsFinancial ServicesCloud Computing

Job no longer available

Salary not provided
Oracle
SAP
Mid and Senior level
Dublin

More information about location

1001+ employees

B2BHRInternal toolsAnalyticsFinancial ServicesCloud Computing

Company mission

To provide an all-in-one management cloud solution for the rapidly changing business requirements of the modern world.

Role

Who you are

  • 4+ years of experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial 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
  • 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 take care of the stress related to project timeframes and competing priorities
  • Strong planning and interpersonal 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

What the job involves

  • 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 find opportunities to improve reliability and maintain availability of the Workday system, helping customers optimally manage their operations
  • Workday Support is looking for a dedicated, high-reaching and determined Technical Account Manager with a passion for customer relations
  • This role requires a self-motivated professional with technical savvy that consistently brings a high level of dedication 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 sophisticated 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
  • Work with Workday's 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 Workday's 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

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Insights

Top investors

Few candidates hear
back within 2 weeks

16% employee growth in 12 months

Company

Company benefits

  • Company equity
  • Vision and dental insurance
  • Work from home opportunities
  • Health insurance
  • Virtual primary care
  • Flexible time-off policy
  • Global mental health resources
  • Global dedicated on-site clinical counselors
  • Global well-being days
  • $25k fertility/family planning benefits
  • North Star financial wellness
  • Retirement funds and matching

Funding (last 2 of 5 rounds)

Oct 2011

$85m

SERIES F

Apr 2009

$75m

SERIES E

Total funding: $215.3m

Our take

Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.

Workday has acquired and paired up with many other companies to keep expanding its offering. In 2021, it purchased the employee feedback platform Peakon in response to the growing need for managers to be able to survey workers and collect satisfaction data without face-to-face meetings. The company has also bought and developed many financial tools and HR management tools.

The company’s goal is to provide end-to-end back office services and while there are other providers, such as UKG Pro and Ceridian HCM, Workday’s broad offering helps them to stand out. Though it faced a tough global market in 2023 and has shed some of its headcount, Workday has seen a 6.5% gain in value in the first quarter of 2024. It is now focusing on growth and developing the AI capabilities of its platform. .

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Kirsty

Company Specialist at Welcome to the Jungle