Technical Account Manager

About the Team

The Technical Account Management (TAM) team provides a proactive and personalized support experience for customers that require a higher level of engagement. TAMs act as the primary point of contact for the customer and also advocate within Support and other Workday internal teams. The TAM ensures business objectives and goals alignment within teams and proactively identifies opportunities to improve reliability and maintain availability of the Workday system.

Workday Support is looking for a dedicated, ambitious, and self‑driven Technical Account Manager with a passion for customer relations. This role requires a self‑motivated professional with technical acumen who consistently demonstrates a high level of commitment to customers and Workday teammates. The ideal candidate brings strong communication, project‑management skills, a technical background, and the ability to strategically navigate challenges with large and complex customers.

The Technical Account Manager will develop and maintain close relationships with a strategic group of implementing and production customers, coordinate and prioritize business‑critical cases and events, drive escalations and incidents, and manage internal and external communications with stakeholders, including C‑level executives.

• Work with Workday's largest strategic accounts to build strong relationships
• Manage multiple accounts simultaneously
• Act as a liaison between Operations, Professional Services, Development, Product Management and Customers to ensure understanding and alignment
• 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 round tables 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 customers understand how to engage with the Workday Support organization and leverage tools
• Pilot new programs and drive continuous improvement initiatives for production customers
• Travel occasionally up to 25% of the time
• Participate in our 24x7 program

• 4+ years of experience in product support, customer success, account management or consulting for large, complex ERP, HCM, Financial, CRM or cloud computing systems (SaaS preferred)
• 4+ years of experience successfully implementing or managing Workday, Oracle, SAP, People Soft, Ultimate Software, Kronos or similar projects at a senior or executive level

• 7+ years of experience in product support, customer success, account management or consulting for large, complex ERP, HCM, Financial, CRM or cloud computing systems (SaaS preferred)
• 5+ years of experience successfully implementing or managing Workday, Oracle, SAP, People Soft, Ultimate Software, Kronos or similar projects at a senior or executive level

• BS or MS in a Technical Degree (e.g., Computer Science, MIS) or equivalent technical work experience and acumen
• 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 business owner and executive levels
• Demonstrated leadership skills and experience engaging with C‑level executives
• An outstanding customer service record
• A great teammate with the ability to engage…