Senior Technical Account Manager (EMEA Shift)

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About the Team The Technical Account Management (TAM) team provides a proactive and personalized 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 also be their advocate within Support and other Workday internal teams.

The TAM ensures business objectives and goals alignment within teams. They proactively identify opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operations.

About the Role

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.

You will:

• Work with Workday's largest strategic accounts to build positive relationships

• Prioritise multiple accounts simultaneously

• Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment

• Become an authority in Workday's Architecture and leverage it on all engagements as needed

• Demonstrate proficiency 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 meaningful 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

About You

Basic Qualifications

• 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 large, complex ERP, HCM, Financial, CRM or cloud computing system (SaaS preferred)

• 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level

Other Qualifications

• Working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials

• Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels

• Demonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-Level

• An outstanding customer service record

• Team player with ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management)

• Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars

• Ability to read, anticipate and assess high stress situations quickly

• Ability to deal with the stress related to project timeframes and competing priorities.

• Strong planning and organizational skills (project management experience is a must)

• Excellent analytical, problem solving, and multitasking skills

• Ability to work independently, adapt quickly, and maintain a positive attitude

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 work from the office at least 50% of the time.

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

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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