Sr. Manager, Technical Account Management at Workday

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

0.0

Posted On

07 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Success, Technical Account Management, Problem Solving, Interpersonal Skills, Team Development, Collaboration, Communication, Analytical Skills, Risk Management, SaaS, ERP Systems, Workday, HCM, Financial Systems, Continuous Improvement

Industry

Software Development

Description

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 personalised 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 will also be their advocate within Support and other Workday internal teams. The TAM ensures business objectives and goals alignment within teams. They proactively find opportunities to improve reliability and maintain availability of the Workday system, helping customers effectively run their operations. About the Role Workday Support is looking for a dedicated, and determined leader for our Technical Account Management team for EMEA. This person will focus on leading a team of technical and dedicated individuals (TAMs) supporting customers across all different segments and industries. This role requires shown leadership experience, excellent interpersonal skills, including but not limited to C-Level executives, as well as strong technical background and the ability to strategically and tactically navigate the challenges with large and sophisticated customers. A true customer centric demeanor and problem solving expertise, will enable this leader to provide the direction and insight needed to the TAMs on this team, to unblock any issues and create outstanding experiences to our customers. You will: Lead a team responsible for building strong customer relations Be responsible for hiring, coaching, developing, training, and skills management of the team. Build and nurture the growth of a cohesive team which includes resources that are co-located as well as virtual Review customer pipeline, identify potential customer candidates for our service and assist Sales in customer conversations Closely collaborate with the Global Support teams and their leadership to provide a superb experience to our Workday Success Plans Accelerate Plus and WSP Technical Account Management customers Establish strong working relationships with customer-facing teams (Account Executives, Managing Partners, CSMs, Advisory Services) Guide the team on raised and sophisticated issues, with effective use of resources, and handle the communications and expectations within Workday and with the client Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems Work with the team to drive continuous improvement initiatives for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers Lead by example to nurture and maintain Workday's culture and uphold our core values Become an expert in Workday's Architecture to support the team and their customers as needed Participate in our 24X7 global coverage plan. About You Basic Qualifications BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen Senior Manager, Technical Account Management 8+ years validated experience in product support, customer success, account management or consulting for large, sophisticated HCM/Financial systems (SaaS preferred) with a minimum of 5+ years in a supervisory role Confirmed Experience leading and mentoring a team supporting Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos or similar in a SaaS environment 5+ years of experience with HR, Time Tracking, Recruiting, Financials, Planning, Payroll applications (preferably Workday) or like ERP Systems. Other Qualifications: Confirmed capability of delivering on departmental goals. Excellent understanding of standard support metrics like Initial Response, SLA, TTR, CSAT, NPS. A customer-first mentality, ability to appropriately prioritise and raise customer issues. Established history of optimally leading critical issues through resolution at both the business owners and executive levels. Teammate with ability to engage and influence across corporate functions (Managing Partners, Customer Support, Professional Services, Development and Product Management) gaining consensus from multifaceted collaborators to develop action plans in areas where there is no direct owner due to the environment complexity. Demonstrated leadership skills and excellent communications with high-level customers. Experience interacting at C-Level. Ability to champion change and navigate ambiguity through dedication with an action-orientation approach. A reputation for fairness, dependability, and adherence to high ethical standards. A track record of successful performance management in a hyper-growth environment. Strong analytical and problem-solving skills. Ability to read, anticipate and assess high stress situations quickly. Ability to listen to feedback and come up with improvement plans. This position is based in the Workday Pune office. Candidates must be willing to relocate to Pune. Candidates will be expected to work EMEA shift hours: 01:30PM - 10:30PM (EMEA Daylight Time) / 02:30PM - 11:30PM IST (EMEA Standard Time) to support our EMEA customers. 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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. 🌟 Join Our Talent Community here! Stay connected with Workday: Get the latest news & content Be first to hear about new roles Never miss an opportunity 🌐 Career Site 💡 Benefits 🌟 Join Our Talent Community 📰 Workday Life Blog 🤝 Inclusion and Belonging 📄 Application and Interview Tips 🎓 Early Careers / Internships 📋Contractor Job Site 👩‍💻 Engineering, but brighter. 💼 Sales, but brighter. 🤝 CX & Consulting, but brighter. Visit our Career Site here. Read more below to learn more on our stance on being a proud equal opportunity workplace, pay transparency and accommodation support. Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links. Workday is committed to providing reasonable accommodations for qualified individuals with disabilities, disabled veterans, and others during our application process. If you need assistance or an accommodation due to a disability or for religious reasons, contact us at accommodations@workday.com.

Responsibilities

Lead a team responsible for building strong customer relations and ensure alignment of business objectives. Guide the team on complex issues and drive continuous improvement initiatives for customer success.