Workday Technical Account Manager

Workday; Phoenix (AZ); Hybrid; USD 112,200 - 194,300; Full time

Benefits offered by this job

Flex Work

Job summary

Workday is seeking a dedicated Technical Account Manager (TAM) to manage strategic customer relationships, coordinate critical cases, and drive customer success across Workday's architecture, including HCM, Payroll, and Financials. You will work with senior leadership and cross‑functional teams to ensure alignment and timely resolution of issues.

The role requires experience with large ERP/SaaS deployments, exceptional communication, and a proactive approach to customer outcomes, with travel up

Qualifications

• Strong communication and project‑management skills.
• Experience building relationships with large, complex customers.
• Leadership in cross‑functional projects and executive interactions.

Responsibilities

• Build and maintain relationships with Workday's largest strategic accounts.
• Coordinate multiple accounts and prioritize critical cases and events.
• Act as liaison between Operations, Professional Services, Development, Product Management and Customers.

Skills

Communication

Project management

Customer relations

Leadership

Technical background

Education

BS or MS in a technical degree

Job description

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.

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 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.

Responsibilities

• 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 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 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

Qualifications

Basic Qualifications

• 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, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level

Senior Technical Account Manager

• 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, PeopleSoft, Ultimate Software, Kronos or similar projects at a senior or executive level

Other Qualifications

• 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 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
• Strong planning and organizational skills (project‑management experience is a must)
• Able to travel occasionally (up to 25% of the time) and participate in our 24x7 program

If you meet these basic qualifications and have a passion for building, improving and excelling the customer experience, we invite you to join this fast‑paced and growing team!

Workday Pay Transparency Statement

Primary Location: USA.MA.Boston
Base Pay Range: $112,200 USD – $168,300 USD
Additional US Location(s) Base Pay Range: $101,600 USD – $194,300 USD

Flexible Work

With Flex Work, we combine the best of both in‑person and remote time. We require at least 50% of the time each quarter spent in the office or in the field with our customers, prospects, and partners. Those in remote roles have opportunities to come together for important moments.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.