Sr. Manager, Technical Account Management

Your work days are brighter here We re obsessed with making hard work pay off for our people our customers and the world around us As a Fortune 500 company and a leading AI platform for managing people money and agents we re shaping the future of work so teams can reach their potential and focus on what matters most The minute you join you ll feel it Not just in the products we build but in how we show up for each other Our culture is rooted in integrity empathy and shared enthusiasm We re in this together tackling big challenges with bold ideas and genuine care We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive Whether you re building smarter solutions supporting customers or creating a space where everyone belongs you ll do meaningful work with Workmates who ve got your back In return we ll give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul So if you want to inspire a brighter work day for everyone including yourself you ve found a match in Workday and we hope to be a match for you too About the Team The Technical Account Management TAM team provides a proactive and personalised 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 will 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 effectively run their operations 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 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 About You Basic Qualifications BS or MS in a Technical Degree ie Computer Science MIS or equivalent technical work experience and acumen Senior Manager Technical Account Management 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 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 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 This position is based in the Workday Pune office Candidates must be willing to relocate to Pune Candidates will be expected to work EMEA shift hours 01 30PM - 10 30PM EMEA Daylight Time 02 30PM - 11 30PM IST EMEA Standard Time to support our EMEA customers Our Approach to Flexible Work With Flex Work we re combining the best of both worlds in-person time and remote Our approach enables our teams to deepen connections maintain a strong community and do their best work We know that flexibility can take shape in many ways so rather than a number of required days in-office each week we simply spend at least half 50 of our time each quarter in the office or in the field with our customers prospects and partners depending on role This means you ll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter Are you being referred to one of our roles If so ask your connection at Workday about our Employee Referral process At Workday we value our candidates privacy and data security Workday will never ask candidates to apply to jobs through websites that are not Workday Careers Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not In addition Workday will never ask candidates to pay a recruiting fee or pay for consulting or coaching services in order to apply for a job at Workday