Technical Account Director

Workday, Inc. Pleasanton , CA 94588

Posted 4 months ago

Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description

Workday Support is looking for a dedicated, ambitious and self-driven Technical Account Director with a passion for customer relations, project and account management, as well as technical acumen. This role requires a self-motivated professional that consistently brings a high level of commitment to customers and Workday teammates. The ideal candidate brings strong communication and project management skills as well as strong technical background and the ability to strategically and tactically navigate the challenges with large, strategic customers.

The Technical Account Director will develop and maintain close relationships with a strategic group of implementing and production customers. The ideal candidate will coordinate and prioritize business critical cases/events, and will be responsible for driving escalations and managing incidents for these customers, including internal and external communications with stakeholders.

Key Areas of Responsibility:

  • Production Account Management for Workday's largest strategic accounts

  • Manage multiple accounts simultaneously

  • Act as a liaison between Operations, Professional Services, Development, Product Management and Customers Live in Production

  • Become an expert in Workday's Architecture and leverage it on all engagements as needed

  • Demonstrate competency in Workday products: HCM, Payroll, Financials

  • Review upcoming customer events and planned production activities to identify potential problems, then plan and execute solutions

  • Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues

  • Own and drive escalated 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 with internal and external stakeholders

  • Manage challenging situations in a fast paced environment

  • Chair roundtables and workgroups to ensure close communication and relationship building with key stakeholders

  • Serve on and actively participate in customer steering committee meetings

  • Drive customer self-sufficiency by ensuring their customers understand how to engage with the Workday Support organization and leverage tools

  • Pilot new programs and drive continuous improvement initiatives for production customers

  • Willingness to travel up to 25% of the time

Key Technical Skills &

  • 10+ years of experience in product support, customer success, account management or consulting for large, complex HCM/Financial systems (SaaS preferred)

  • Proven experience successfully implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level

  • Working experience with at least one of the following business areas: Human Resources, Payroll, Time Tracking, Recruiting, Financials

  • Established history of successfully managing issues through resolution and escalation management at both the business owners and executive levels

  • Demonstrated leadership skills and experience with high-level stakeholders. Ability to engage at C-Level

  • An outstanding customer service record

  • Team player with ability to engage across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management)

  • Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars

  • Ability to read, anticipate and assess high stress situations quickly

  • Ability to deal with the stress related to project timeframes and competing priorities.

  • Strong planning and organizational skills (project management experience is a must)

  • Excellent analytical, problem solving, and multitasking skills

  • Ability to work independently, adapt quickly, and maintain a positive attitude

  • BS or MS degree in Business, Computer Science, or equivalent experience

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Technical Account Director

Workday, Inc.