Sr Technical Account Manager

Your work days are brighter here.

Were obsessed with making hard work pay off for our people our customers and the world around us. As a Fortune 500 company and a leading AI platform for managing people money and agents were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll feel it. Not just in the products we build but in how we show up for each other. Our culture is rooted in integrity empathy and shared enthusiasm. Were in this together tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul. So if you want to inspire a brighter work day for everyone including yourself youve found a match in Workday and we hope to be a match for you too.

About the Team

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 Workdays 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 Workdays Architecture and leverage it on all engagements as needed
-Demonstrate competency 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 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 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 (adjust depending on region)
-Participate in our 24x7 program

À propos du poste

Workday Support recherche un Responsable de comptes techniques (Technical Account Manager) dévoué ambitieux et autonome passionné par les relations clients. Ce rôle exige un professionnel motivé doté dune solide expertise technique et faisant preuve dun engagement constant envers les clients ainsi que les collaborateurs de Workday. Le candidat idéal possède de solides compétences en communication et en gestion de projet ainsi quun bagage technique approfondi et la capacité daborder tant sur le plan stratégique que tactique les défis inhérents aux grands comptes complexes.

Le Responsable de comptes techniques développera et entretiendra des relations étroites avec un groupe stratégique de clients quils soient en phase dimplémentation ou en production. Le candidat idéal coordonnera et priorisera les cas ou événements critiques pour lactivité ; il sera responsable de la gestion des escalades et des incidents pour ces clients assurant la communication interne et externe avec les différentes parties prenantes y compris sans sy limiter les dirigeants de niveau C (C-level).

Vos responsabilités :

- Collaborer avec les plus grands comptes stratégiques de Workday afin de bâtir des relations solides tout en assurant le suivi simultané de plusieurs comptes.

- Agir en tant que liaison entre les Opérations les Services professionnels le Développement la Gestion des produits et les Clients afin de garantir la compréhension mutuelle et lalignement des objectifs.

- Devenir un expert de larchitecture Workday et mettre à profit cette expertise dans le cadre de toutes les interventions selon les besoins.

- Démontrer une maîtrise avérée des produits Workday : HCM Paie et Finance.

- Examiner les événements clients à venir ainsi que les activités planifiées en environnement de production afin didentifier les problèmes potentiels puis planifier et mettre en œuvre les solutions appropriées.

- Interagir efficacement avec la haute direction ainsi quavec les équipes techniques et fonctionnelles afin de lever les obstacles de remédier aux retards et datténuer les risques.

- Prendre en charge et piloter la résolution des problèmes escaladés qui compromettent le bon fonctionnement de la production.

- Faire preuve dun jugement commercial avisé dune approche proactive de la gestion des risques et dune utilisation judicieuse des ressources expertes (SME) pour coordonner les efforts de léquipe et résoudre les problèmes.

- Procéder à un examen régulier des dossiers clients afin didentifier les tendances émergentes.

- Se faire le champion et le porte-parole des clients auprès des parties prenantes internes et externes.

- Gérer les situations délicates au sein dun environnement dynamique et au rythme soutenu.

- Animer des tables rondes afin dassurer une communication fluide et de renforcer les relations avec les parties prenantes clés.

- Siéger et participer activement aux réunions des comités de pilotage clients.

- Favoriser lautonomie des clients en veillant à ce quils comprennent les modalités dinteraction avec lorganisation Workday Support et sachent tirer parti des outils mis à leur disposition.

- Piloter de nouveaux programmes et mener des initiatives damélioration continue pour les clients en phase de production.

- Effectuer des déplacements occasionnels pouvant représenter jusquà 25 % du temps de travail (ce pourcentage peut être ajusté selon la région).

- Participer à notre programme de support 24h/24 et 7j/7.

About You

Basic Qualifications:

Senior Technical Account Manager (P4)
-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.

- Fluent in French (Canadian preferably)

Other Qualifications:
-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.

À propos de vous

Qualifications de base :

Responsable technique de comptes senior (P4)

- Baccalauréat ou maîtrise dans un domaine technique (p. ex. informatique systèmes dinformation de gestion) ou expérience professionnelle technique et expertise équivalentes.

- Plus de 7 ans dexpérience dans le support produit la réussite client la gestion de comptes ou le conseil pour une solution logicielle dentreprise B2B complexe.

- Plus de 5 ans dexpérience dans la mise en œuvre ou la gestion réussie dune solution SaaS complexe et dans le travail auprès de grands comptes dentreprise.

- Maîtrise du français (de préférence canadien).

Autres qualifications :

- Une expérience professionnelle dans au moins lun des domaines dactivité suivants est souhaitée : ressources humaines paie suivi du temps recrutement finances.

- Antécédents avérés en matière de résolution de problèmes et de gestion des escalades à tous les niveaux y compris auprès de la direction exécutive.

- Solides capacités de leadership et de gestion des parties prenantes avec une expérience dinteraction avec la haute direction (niveau C).

- Esprit déquipe collaboratif et compétences en engagement interfonctionnel.

- Excellentes compétences en communication (orale présentation écrite) et en animation de réunions.

- Capacité à évaluer et à gérer rapidement des situations à fort niveau de stress.

- Solides compétences en planification organisation (la gestion de projet est indispensable) analyse résolution de problèmes et gestion multitâche.

- Capacité à travailler de manière autonome à sadapter rapidement et à conserver une attitude positive.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations 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 candidates 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 Workdays comprehensive benefits please click here.

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 youll 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.

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