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
