HCM Technical Account Manager

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award‑winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better ™ - reflects our commitment to employees, customers, partners, and communities globally.

As a member of the Dayforce organization, known for its fast‑growing SaaS platform, the Technical Account Manager (TAM) provides premium account management services to assigned customers while partnering with Client Support Analysts to deliver best‑in‑class support. This role is hands‑on with the Dayforce platform and requires a strong technical aptitude to collaborate with Product Development, Implementation, Professional Services, and other key stakeholders to ensure customer success and satisfaction.

This is an excellent opportunity to join a rapidly growing innovator in next‑generation Human Capital Management (HCM) solutions. The ideal candidate is highly collaborative, passionate about customer success, and thrives in a fast‑paced, customer‑focused environment.

• Partner with Customer Success Managers to establish and strengthen executive customer relationships.
• Drive customer success outcomes, including value realization, customer growth, retention, and advocacy.
• Develop a deep understanding of each customer’s business and translate business challenges into effective Dayforce solutions.
• Define and monitor key performance indicators and develop technical strategies that support customer success.
• Analyze customer usage patterns and product adoption to improve user experience, increase adoption, and reduce operational effort.
• Leverage technical and domain expertise to investigate functional and technical issues while providing best‑practice recommendations.
• Support the design and implementation of reliable, scalable, and highly available services and infrastructure that meet evolving customer requirements.
• Plan, communicate, and drive customer readiness for Dayforce product upgrades.
• Meet or exceed customer satisfaction objectives, including Net Promoter Score (NPS) and retention targets.
• Translate complex technical concepts into business‑friendly language for non‑technical stakeholders.
• Gather customer feedback and collaborate with internal teams to influence product enhancements and operational improvements.
• Contribute meaningful content to monthly, quarterly, and executive business reviews, highlighting progress, achievements, and opportunities.
• Independently manage and de‑escalate technical issues, including high‑priority customer situations.
• Proactively engage internal and external stakeholders to identify risks and implement preventative solutions.
• Serve as a trusted customer advocate while balancing customer expectations with business priorities.
• Participate in and lead cross‑functional projects and strategic initiatives.

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• 3–5+ years of experience in Dayforce Consulting, Implementation, Technical Account Management, or a related technical role.
• Proven HCM domain expertise, including experience with at least two core modules such as Payroll, Benefits, Workforce Management, or HR.
• Strong technical background with experience resolving complex business and integration challenges for enterprise customers.
• Strong understanding of relational database systems with advanced proficiency in SQL, XML, and/or XSLT.
• Excellent analytical, troubleshooting, and problem‑solving skills.
• Ability to manage multiple priorities while working effectively under pressure and tight timelines.
• Understanding of Software‑as‑a‑Service (SaaS) environments, hosting concepts, and change management practices.
• Outstanding written and verbal communication skills.
• Ability to build credibility and influence with executive stakeholders.
• Relevant…