Manager, Technical Account Management

3 months ago

Dublin, Ireland Workday, Inc. Full time

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

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.

​

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

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

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