Sr. Manager, Technical Account Management

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 Team

The 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 Role

The 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 You

Basic 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
• BS or MS degree in Business, Computer Science, or equivalent experience

Other Qualifications:

• Experience supporting an HR, Time Tracking, Recruiting, Financials, Planning, Payroll application (preferably Workday) or a like ERP solution is a plus
• 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

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Workday Pay Transparency Statement - United States

The annualized base salary ranges for the primary location and any additional locations in the United States (US) are 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, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.GA.Atlanta

Primary Location Base Pay Range: $139,400 - $209,000

Additional US Location(s) Base Pay Range: $132,400 - $228,500

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.

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!