Senior Technical Account Manager
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Job Summary
Work with our largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously
Act as a liaison between Operations Professional Services Development Product Management and Customers to ensure understanding and alignment
Become an expert in our Architecture and leverage it on all engagements as needed
Demonstrate competency in our 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 challenging 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 our Support organization and leverage tools
Pilot new programs and drive continuous improvement initiatives for production customers-Travel occasionally up to 25% of the time (adjust depending on region)-Participate in our 24x7 program
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 a complex B2B enterprise software solution
5 years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts
Must speak and write Japanese and English fluently
Working experience with at least one of the following business areas preferred: Human Resources Payroll Time Tracking Recruiting Financials
History of successful issue resolution and escalation management skills at all levels including executive.
Strong leadership and stakeholder management abilities with C-level engagement experience.
Collaborative team player with cross-functional engagement skills.
Excellent communication (verbal presentation written) and meeting facilitation skills.
Ability to quickly assess and navigate high-stress situations.
Strong planning organization (project management a must) analytical problem-solving and multitasking skills.
Ability to work independently adapt quickly and maintain a positive attitude.
Required Skills:
Work with our largest strategic accounts to build strong relationships while overseeing multiple accounts simultaneously Act as a liaison between Operations Professional Services Development Product Management and Customers to ensure understanding and alignment Become an expert in our Architecture and leverage it on all engagements as needed Demonstrate competency in our 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 challenging 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 our Support organization and leverage tools Pilot new programs and drive continuous improvement initiatives for production customers-Travel occasionally up to 25% of the time (adjust depending on region)-Participate in our 24x7 program 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 a complex B2B enterprise software solution 5 years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts Must speak and write Japanese and English fluently Working experience with at least one of the following business areas preferred: Human Resources Payroll Time Tracking Recruiting Financials History of successful issue resolution and escalation management skills at all levels including executive. Strong leadership and stakeholder management abilities with C-level engagement experience. Collaborative team player with cross-functional engagement skills. Excellent communication (verbal presentation written) and meeting facilitation skills. Ability to quickly assess and navigate high-stress situations. Strong planning organization (project management a must) analytical problem-solving and multitasking skills. Ability to work independently adapt quickly and maintain a positive attitude.
Required Education:
JLPT N1
