Sr 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.

L'équipe de Gestion technique des comptes (TAM) offre une expérience d'assistance proactive et personnalisée aux clients nécessitant un niveau d'engagement accru. Les TAM agissent en tant que point de contact principal du Support auprès du client, tout en jouant le rôle de porte-parole de ce dernier tant au sein du Support que des autres équipes internes de Workday.Le TAM veille à l'alignement des objectifs et des enjeux commerciaux entre les différentes équipes. Il identifie de manière proactive les opportunités d'amélioration de la fiabilité et assure le maintien de la disponibilité du système Workday, aidant ainsi les clients à gérer efficacement leurs opérations.

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-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  

À propos du poste

Workday Support recherche un Responsable de comptes techniques (Technical Account Manager) dévoué, ambitieux et autonome, passionné par les relations clients. Ce rôle exige un professionnel motivé, doté d'une solide expertise technique et faisant preuve d'un engagement constant envers les clients ainsi que les collaborateurs de Workday. Le candidat idéal possède de solides compétences en communication et en gestion de projet, ainsi qu'un bagage technique approfondi et la capacité d'aborder, tant sur le plan stratégique que tactique, les défis inhérents aux grands comptes complexes.

Le Responsable de comptes techniques développera et entretiendra des relations étroites avec un groupe stratégique de clients, qu'ils soient en phase d'implémentation ou en production. Le candidat idéal coordonnera et priorisera les cas ou événements critiques pour l'activité ; il sera responsable de la gestion des escalades et des incidents pour ces clients, assurant la communication interne et externe avec les différentes parties prenantes, y compris — sans s'y limiter — les dirigeants de niveau C (C-level).

Vos responsabilités :

- Collaborer avec les plus grands comptes stratégiques de Workday afin de bâtir des relations solides, tout en assurant le suivi simultané de plusieurs comptes.

- Agir en tant que liaison entre les Opérations, les Services professionnels, le Développement, la Gestion des produits et les Clients, afin de garantir la compréhension mutuelle et l'alignement des objectifs.

- Devenir un expert de l'architecture Workday et mettre à profit cette expertise dans le cadre de toutes les interventions, selon les besoins.

- Démontrer une maîtrise avérée des produits Workday : HCM, Paie et Finance.

- Examiner les événements clients à venir ainsi que les activités planifiées en environnement de production, afin d'identifier les problèmes potentiels, puis planifier et mettre en œuvre les solutions appropriées.

- Interagir efficacement avec la haute direction ainsi qu'avec les équipes techniques et fonctionnelles, afin de lever les obstacles, de remédier aux retards et d'atténuer les risques.

- Prendre en charge et piloter la résolution des problèmes escaladés qui compromettent le bon fonctionnement de la production.

- Faire preuve d'un jugement commercial avisé, d'une approche proactive de la gestion des risques et d'une utilisation judicieuse des ressources expertes (SME) pour coordonner les efforts de l'équipe et résoudre les problèmes.

- Procéder à un examen régulier des dossiers clients afin d'identifier les tendances émergentes.

- Se faire le champion et le porte-parole des clients auprès des parties prenantes internes et externes.

- Gérer les situations délicates au sein d'un environnement dynamique et au rythme soutenu.

- Animer des tables rondes afin d'assurer une communication fluide et de renforcer les relations avec les parties prenantes clés.

- Siéger et participer activement aux réunions des comités de pilotage clients.

- Favoriser l'autonomie des clients en veillant à ce qu'ils comprennent les modalités d'interaction avec l'organisation Workday Support et sachent tirer parti des outils mis à leur disposition.

- Piloter de nouveaux programmes et mener des initiatives d'amélioration continue pour les clients en phase de production.

- Effectuer des déplacements occasionnels, pouvant représenter jusqu'à 25 % du temps de travail (ce pourcentage peut être ajusté selon la région).

- Participer à notre programme de support 24h/24 et 7j/7.

About You

Basic Qualifications:

Senior Technical Account Manager (P4)-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.

- Fluent in French (Canadian preferably)

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.

À propos de vous

Qualifications de base :

Responsable technique de comptes senior (P4)

- Baccalauréat ou maîtrise dans un domaine technique (p. ex. informatique, systèmes d'information de gestion) ou expérience professionnelle technique et expertise équivalentes.

- Plus de 7 ans d'expérience dans le support produit, la réussite client, la gestion de comptes ou le conseil pour une solution logicielle d'entreprise B2B complexe.

- Plus de 5 ans d'expérience dans la mise en œuvre ou la gestion réussie d'une solution SaaS complexe, et dans le travail auprès de grands comptes d'entreprise.

- Maîtrise du français (de préférence canadien).

Autres qualifications :

- Une expérience professionnelle dans au moins l'un des domaines d'activité suivants est souhaitée : ressources humaines, paie, suivi du temps, recrutement, finances.

- Antécédents avérés en matière de résolution de problèmes et de gestion des escalades à tous les niveaux, y compris auprès de la direction exécutive.

- Solides capacités de leadership et de gestion des parties prenantes, avec une expérience d'interaction avec la haute direction (niveau C).

- Esprit d'équipe collaboratif et compétences en engagement interfonctionnel.

- Excellentes compétences en communication (orale, présentation, écrite) et en animation de réunions.

- Capacité à évaluer et à gérer rapidement des situations à fort niveau de stress.

- Solides compétences en planification, organisation (la gestion de projet est indispensable), analyse, résolution de problèmes et gestion multitâche.

- Capacité à travailler de manière autonome, à s'adapter rapidement et à conserver une attitude positive.

Workday Pay Transparency Statement 

The annualized base salary ranges for the primary location and any additional locations are listed below.  Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: CAN.QC.Montreal

Primary CAN Base Pay Range: $106,600 - $160,000 CAD

Additional CAN Location(s) Base Pay Range: $106,600 - $160,000 CAD

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.

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.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.

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