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 TeamThe Technical Account Management (TAM) team provides a proactive and personalised 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 will also be their advocate within Support and other Workday internal teams.The TAM ensures business objectives and goals alignment within teams. They proactively find opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively run their operations.About the RoleWorkday Support is looking for a dedicated, and determined leader for our Technical Account Management team for Asia Pacific and Japan. This person will focus on leading a team of technical and dedicated individuals (TAMs) supporting customers across all different segments and industries. This role requires shown leadership experience, excellent interpersonal skills, including but not limited to C-Level executives, as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated customers.A true customer centric demeanor and problem solving expertise, will enable this leader to provide the direction and insight needed to the TAMs on this team, to unblock any issues and create outstanding experiences to our customers.You will:Lead a team responsible for building strong customer relationsBe responsible for hiring, coaching, developing, training, and skills management of the team.Build and nurture the growth of a cohesive team which includes resources that are co-located as well as virtualReview customer pipeline, identify potential customer candidates for our service and assist Sales in customer conversationsClosely collaborate with the Global Support teams and their leadership to provide a superb experience to our Workday Success Plans Accelerate Plus and WSP Technical Account Management customersEstablish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services)Guide the team on raised and sophisticated issues, with effective use of resources, and handle the communications and expectations within Workday and with the clientEffectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problemsWork with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customersLead by example to nurture and maintain Workday's culture and uphold our core valuesBecome an expert in Workday's Architecture to support the team and their customers as neededParticipate in our 24X7 global coverage plan.About YouBasic Qualifications8+ years validated experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred) with a minimum of 3+ years in a supervisory roleConfirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems.Other Qualifications:Confirmed capability of delivering on departmental goalsExcellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPSA customer-first mentality, ability to appropriately prioritise and raise customer issuesEstablished history of optimally leading critical issues through resolution at both the business owners and executive levelsTeammate with ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management) gaining consensus from multifaceted collaborators to develop action plans in areas where there is no direct owner due to the environment complexityDemonstrated leadership skills and excellent communications with high-level customers. Experience interacting at C-LevelAbility to champion change and navigate ambiguity through dedication with an action-orientation approachA reputation for fairness, dependability, and adherence to high ethical standardsA track record of successful performance management in a hyper-growth environmentStrong analytical and problem-solving skillsAbility to read, anticipate and assess high stress situations quicklyAbility to listen to feedback and come up with improvement plansOur 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.Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!