Manager, Technical Account Management

Job Description

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast.

When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market.

And when we began to rise, one thing that really set us apart was our culture.

A culture which was driven by our value of putting our people first.

And ever since, the happiness, development, and contribution of every Workmate is central to who we are.

Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business.

Thats why we look after our people, communities and the planet while still being profitable.

Feel encouraged to shine, however that manifests: you dont need to hide who you are.

You can feel the energy and the passion, it's what makes us unique.

Inspired to make a brighter work day for all and transform with us to the next stage of our growth journeyBring your brightest version of you and have a brighter work day here.

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.

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.

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.

Candidates will be expected to participate in our 24x7 program.

Candidates will be expected to work from the office at least 50% of the time.

Our Approach to Flexible Work

With Flex Work, were 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 rolesIf so, ask your connection at Workday about our Employee Referral process.

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