Senior Technical Account Manager

3 weeks ago

Singapur, Singapore Workday Singapore PTE. Ltd. Full time
About the Role

We are seeking a seasoned Technical Account Manager to join our team at Workday Singapore PTE. Ltd. This role requires a strong passion for customer relations, project management, and account management.

Key Responsibilities:
  • Develop and maintain close relationships with strategic customers in the ASEAN region.
  • Coordinate and prioritize business-critical cases and events.
  • Handle critical issues and incidents for customers, including internal and external communications.
  • 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.
  • 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 review 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 loves to get into the details, helps to develop pathways to solutions in a sophisticated and fast-paced environment, and develops deep customer relationships.

A great communicator with strong project management skills and the ability to strategically and tactically navigate the challenges with large, strategic customers.

In addition to having a customer-first approach, we would love it if you also possessed:

  • 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 by a set of values that align with our own.
  • 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 will be considered for the Technical Account Manager role:

  • 4+ years of experience in product support, customer success, account management, or relatable SaaS or ERP experience.
  • 4+ years of experience successfully implementing or managing SaaS projects.

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