Manager / Senior Manager of Technical Account Management, Workday
$120.2-180.2k
More information about location
Enterprise management cloud platform
Open for applications
Enterprise management cloud platform
1001+ employees
Open for applications
$120.2-180.2k
More information about location
1001+ employees
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
- 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 2+ years in a supervisory role for a Manager level and 5+ years in a supervisory role for a Sr. Manager level
- Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, UKG or similar a SaaS Solution
- 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems
- A technical degree or equivalent work experience
- 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 prioritize and raise customer issues
- Established history of optimally 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 champion 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
What the job involves
- Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team for the US - West
- 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
- Lead a team responsible for building strong customer relations
- Be responsible for hiring, coaching, developing, training, and skills management of the team
- Build and nurture 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 nurture 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
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. .
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
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
- 401k plan
- On-site health clinic (Pleasanton office)
Company values
- Employees - Most fundamentally, people are the core of our business. Without them, we would not have a business. We hire the best and expect great accomplishments
- Customer service - Every investment and decision we make has our customers in mind, and we pull out all stops to make the satisfaction of our customers paramount
- Innovation - We aim for innovation not only in our development organization but also in the way we approach all aspects of our business
- Integrity - We say what we mean, and mean what we say. We stick to our commitments, treat everyone equitably, and communicate openly and honestly
- Fun - We also feel it’s important to have a sense of humor. We like to laugh—it makes our work that much more enjoyable. We also invest in community and company events that help our employees and their families feel a connection to Workday beyond business as usual
- Profitability - Long-term economic success is what helps us provide employees and customers with the best productivity tools, solutions, and services. While important, profitability is not why we exist. Simply put, at Workday we exist to make and provide great products and services
Company HQ
Pleasanton, CA
Articles
Leadership
Aneel Bhusri
(CEO)Worked for Morgan Stanley for 3 years and took a Stanford MBA, before spending almost 6 years at Oracle as SVP. Co-founded Workday in 2005 while working as a Greylock Advisory Partner.
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