Senior Technical Account Manager
5 months ago
About the Role
We are looking for an experienced Technical Account Manager with a passion for customer relations, project and account management to join our Technical Account Management team
In this role, you'll develop and maintain close relationships with a strategic group of implementing and production customers, coordinate and prioritize business critical cases/events, and will be responsible for handling critical issues and incidents for these customers, including internal and external communications with key members.
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, then plan 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 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
Travel occasionally
Participate in our 24x7 program
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 as well as develop deep customer relationships
A great communicator with strong project management skills and have strong 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 (make sure you look them up). We’re a value based organisation, and we truly believe that exceptionally successful professionals can also be 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 will be considered for 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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