Sr Technical Account Manager

Workday•Atlanta, GA

1d•$112,500 - $199,800•Hybrid

About The Position

Workday 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.

Requirements

BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen
7+ years of experience in product support, customer success, account management or consulting for a complex B2B enterprise software solution
5+ years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts

Nice To Haves

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.

Responsibilities

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