Sr. Manager, Technical Account Management
Company: Workday, Inc.
Location: Pleasanton
Posted on: March 19, 2023
Job Description:
1. Provide the best possible experience on our site
2. Collect statistics to optimize site functionality Sr. Manager,
Technical Account Management page is loaded Sr. Manager, Technical
Account Management Apply locations USA, CA, Pleasanton USA, CA, San
Mateo USA, CA, Palo Alto USA, CA, San Francisco time type Full Time
posted on Posted Yesterday job requisition id JR-76848 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. That's why we look after our
people, communities and the planet while still being profitable.
Feel encouraged to shine, however that manifests: you don't 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 journey?
Bring your brightest version of you and have a brighter work day
here. About the TeamThe Technical Account Management (TAM) team
provides a proactive and personalized support experience for
customers that require a higher level of engagement. The TAMs act
as the Support primary point of contact for the customer and are
their advocate within Support and other Workday internal teams.
They proactively find opportunities to improve reliability and
performance of the Workday system, helping customers effectively
run their operations.About the RoleThe Workday Global Support team
is looking for a dedicated leader for our Technical Account
Management team. This role will focus on managing a team of TAMs
supporting customers across all different segments and industries.
This role requires proven leadership experience, excellent
communication skills, including but not limited to C-Level
executives, as well as a strong technical background and the
ability to strategically and tactically navigate the challenges
with large and complex customers.A true customer centric demeanor
and problem solving expertise, will enable this leader to provide
the direction and insight needed for the TAMs on this team to
unblock any issues and create outstanding experiences for our
customers.This is an exciting opportunity to lead, grow and mentor
a developing team!You will:
- Have a team responsible for providing proactive and
personalized support to our customers and building strong customer
relations
- Be responsible for hiring, coaching, developing, training, and
skills management of direct reports
- 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 base
candidates and assist Sales in customer conversations
- Closely collaborate with the Global Support teams and their
leadership to provide a superb experience to our Accelerate Plus
customers
- Establish strong working relationships with customer-facing
teams (Account Executives, Managing Partners, CSMs, Advisory
Services)
- Guide the team on escalated 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 quickly
- Work with the team to drive continuous improvement initiatives
for Accelerate Plus customers
- Lead by example to cultivate and maintain the Workday 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 YouBasic
Qualifications
- 8+ years of experience in product support, customer success,
account management or consulting for large, complex HCM/Financial
systems (SaaS preferred) with a minimum of 5+ years in a
supervisory role
- Experience leading and coaching a team of Technical Account
Managers or Escalation Managers supporting Workday, Oracle, SAP,
PeopleSoft, Ultimate Software, Kronos or a similar solution in a
SaaS environment
- Experience with HR, Time Tracking, Recruiting, Financials,
Planning, Payroll applications (preferably Workday) or like ERP
solution
- BS or MS degree in Business, Computer Science, or equivalent
experienceOther Qualifications:
- A track record of success in delivering on departmental goals,
key metrics and performance management in a hyper-growth
environment
- Excellent understanding of standard support metrics like
Initial Response, SLA, TTR, CSAT, NPS
- A customer-first mentality, ability to appropriately prioritize
and escalate customer issues
- Established history of successfully handling escalations
through resolution at both the business owners and executive
levels
- Ability to engage and influence across corporate functions
(Managing Partners, Customer Support, Professional Services,
Development and Product Management), gaining consensus from varied
stakeholders 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 stakeholders, including C-level executives
- Ability to foster change and navigate ambiguity through
commitment, with an action-orientation approach
- A reputation for fairness, dependability, and adherence to high
ethical standards
- Ability to read, anticipate and assess high stress situations
quickly
- Ability to listen to feedback and come up with improvement
plans As a federal contractor, -Workday -is -requiring -all new
hires -to verify -that -they -are -fully-vaccinated against
COVID-19 -within 72 hours of -beginning employment with Workday,
consistent with applicable law. -Workday -is an equal opportunity
employer. Candidates who are not vaccinated due to a sincerely held
religious belief, medical reasons, or other legally-protected
reason should contact - accommodations@workday.com -to explore
what, if any, reasonable accommodations or exemptions Workday is
able to offer. Workday Pay Transparency Statement The base pay
range for the primary location of this job is listed below. Workday
pay ranges vary based on work location. As a part of the total
compensation package, this role may be eligible for the Workday
Bonus Plan or a role-specific commission/bonus, as well as annual
refresh stock grants. Recruiters can share more detail during the
hiring process. Each candidate's compensation offer will be based
on multiple factors including, but not limited to, geography,
experience, skills, future potential and internal pay parity. For
more information regarding Workday's comprehensive benefits ,
please click here . Primary Location: USA.CA.PleasantonBase Pay Min
to Max Range: $152,300 - $228,500 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. Are you being referred to one of our roles? If
so, ask your connection at Workday about our Employee Referral
process! Similar Jobs (5) Sr Marketing Technology Product Manager
locations 3 Locations time type Full Time posted on Posted 15 Days
Ago Sr Technical Program Manager - Salesforce Platform locations
USA, CA, Pleasanton time type Full Time posted on Posted 5 Days Ago
Can't find a suitable opening? Join our talent community and
receive the latest Workday news, content, and be first in line for
new job opportunities. Join our Talent Community ! Are you being
referred to one of our roles? If so, ask your connection at Workday
about our Employee Referral process! Being a Great Place to Work
0:00 -/ - 2:09 Are you interested in contract opportunities at
Workday? Please visit the Contractor Positions at Workday page
About Workday At Workday, our employees have always been our number
one Core Value. We understand that everyone has unique experiences
and perspectives which is why our mission is to create a safe space
where all people and ideas are welcomed. Our commitment to value
inclusion, belonging, and equity (VIBE---) and creating a brighter
workday for all is the cornerstone of all we do. Join us! Workday
is a leading provider of enterprise cloud applications for finance
and human resources. Founded in 2005, Workday delivers financial
management, human capital management, and analytics applications
designed for the world's largest companies, educational
institutions, and government agencies. Organizations ranging from
medium-sized businesses to Fortune 50 enterprises have selected
Workday.Workday is proud to be an equal opportunity workplace.
Individuals seeking employment at Workday are considered without
regards to age, ancestry, color, gender (including pregnancy,
childbirth, or related medical conditions), gender identity or
expression, genetic information, marital status, medical condition,
mental or physical disability, national origin, protected family
care or medical leave status, race, religion (including beliefs and
practices or the absence thereof), sexual orientation, military or
veteran status, or any other characteristic protected by federal,
state, or local laws.Further, pursuant to applicable local
ordinances, Workday will consider for employment qualified
applicants with arrest and conviction records.We do not accept
resumes from headhunters, placement agencies, or other suppliers
that have not signed a formal agreement with us. To review our data
use practices, visit our Recruiting Privacy Policy . You may view
the Workday's Pay Transparency Policy , and Equal Employment
Opportunity is the Law notice , by clicking on their corresponding
links. -Workday is committed to providing reasonable accommodations
for qualified individuals with disabilities and disabled veterans
during our application process. If you need assistance or an
accommodation due to a disability, contact us at
accommodations@workday.com.
Keywords: Workday, Inc., Pleasanton , Sr. Manager, Technical Account Management, Executive , Pleasanton, California
Didn't find what you're looking for? Search again!
Loading more jobs...