Senior Technical Account Manager
2 weeks ago
We are seeking a seasoned Technical Account Manager to join our team in Singapore.
In this critical role, you will develop and maintain close relationships with key implementing and production customers. You will also coordinate and prioritize business-critical cases/events, handle critical issues and incidents for these customers, and engage in internal and external communications with stakeholders.
Key Areas of Responsibility:
- Act as a liaison between Operations, Customer Support, Professional Services, Development, Product Management, Customers, and Partners.
- Demonstrate proficiency in Workday products (HCM, Payroll, Financials) and become an expert in Workday's Architecture.
- Review upcoming customer events and planned production activities to identify potential problems and implement solutions.
- Successfully engage with Senior Leadership, Technical, and Functional staff to remove roadblocks, address delays, and mitigate issues.
- Own and drive advanced issues blocking production success.
- Effectively use sound business judgment, risk avoidance, and SME resources to coordinate team efforts to solve problems.
- Carry out regular reviews of customer cases to identify trends.
- Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key team members.
- Drive customer self-sufficiency by ensuring customers understand how to engage with the Workday Support organization and tools.
- Pilot new programs and drive continuous improvement initiatives for production customers.
About You
You are a dynamic and technically minded individual who excels in developing pathways to solutions in a sophisticated environment and building deep customer relationships.
A great communicator with strong project management skills and the ability to navigate challenges with large strategic customers.
This role requires someone who is customer-focused, has strong analytical skills, and can effectively communicate with various stakeholders.
Requirements:
- A track record of handling complex enterprise customers within the ASEAN region.
- The ability to identify and improve platform health through effective monitoring and developing action plans.
- Lived values that align with ours, prioritizing exceptional professionals and phenomenal humans.
- ERP/HCM/Finance/Planning or SaaS experience is ideal.
- 7+ years of experience in product support, customer success, account management, or relatable SaaS or ERP experience.
- 5+ years of experience successfully driving or managing SaaS projects.
Candidates with lesser years of experience may be considered for the Technical Account Manager role, provided they have 4+ years of experience in product support, customer success, account management, or relatable SaaS or ERP experience and 4+ years of experience successfully implementing or managing SaaS projects.
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