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 relationsBe responsible for hiring, coaching, developing, training, and skills management of direct reportsBuild and foster the growth of a cohesive team which includes resources that are co-located as well as virtualReview customer pipeline, identify potential customer base candidates and assist Sales in customer conversationsClosely collaborate with the Global Support teams and their leadership to provide a superb experience to our Accelerate Plus customersEstablish 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 clientEffectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems quicklyWork with the team to drive continuous improvement initiatives for Accelerate Plus customersLead by example to cultivate and maintain the Workday 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 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 roleExperience 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 environmentBS or MS degree in Business, Computer Science, or equivalent experienceOther Qualifications:Experience supporting an HR, Time Tracking, Recruiting, Financials, Planning, Payroll application (preferably Workday) or a like ERP solution is a plusA track record of success in delivering on departmental goals, key metrics and performance management in a hyper-growth environmentExcellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPSA customer-first mentality, ability to appropriately prioritize and escalate customer issuesEstablished history of successfully handling escalations through resolution at both the business owners and executive levelsAbility 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 complexityDemonstrated leadership skills and excellent communications with high-level stakeholders, including C-level executivesAbility to foster change and navigate ambiguity through commitment, with an action-orientation approachA reputation for fairness, dependability, and adherence to high ethical standardsAbility to read, anticipate and assess high stress situations quicklyAbility to listen to feedback and come up with improvement plans#LI-AN4As 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 StatementThe 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 - $228,500Pursuant 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!
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