Senior Technical Account Manager

Your work days are brighter here.

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

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 will act as the Support primary point of contact for the customer and also be their advocate within Support and other Workday internal teams.

The TAM ensures business objectives and goals alignment within teams. They proactively identify opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively manage their operations.

About the Role

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 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 and complex customers.

The Technical Account Manager 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 incidents for these customers, managing internal and external communications with stakeholders, including but not limited to C-level executives.You will:

• Work with Workday's largest strategic accounts to build strong relationships while overseeing 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

• At times, be a communication bridge between internal Workday teams and Workday Japan Leadership.

• 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 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-Travel occasionally up to 25% of the time (adjust depending on region)-Participate in our 24x7 program

About You

Basic Qualifications:

• BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen

• 7+ years of experience in product support, customer success, account management or consulting for a complex B2B enterprise software solution

• 5+ years of experience successfully implementing or managing a complex SaaS solution and working with large enterprise accounts

• Must speak and write Japanese and English fluently

Other Qualifications:

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

• History of successful issue resolution and escalation management skills at all levels, including executive.

• Strong leadership and stakeholder management abilities, with C-level engagement experience.

• Collaborative team player with cross-functional engagement skills.

• Excellent communication (verbal, presentation, written) and meeting facilitation skills.

• Ability to quickly assess and navigate high-stress situations.

• Strong planning, organization (project management a must), analytical, problem-solving, and multitasking skills.

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

Workday is proud to be an equal opportunity workplace. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. You may view the Workday's Pay Transparency Policy, and Equal Employment Opportunity is the Law notice, by clicking on their corresponding links.  Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at [email protected].

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [email protected], as far in advance as possible.

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