Job 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 is part of Workday's Proactive Support Organization, and our mission is to foster deep, strategic technical partnerships with our most important customers. We deliver proactive technical guidance aimed at minimizing service disruptions, optimizing system performance, and maximizing uptime for customer Workday environments.

What truly sets our TAM approach apart is our commitment to a personalized, holistic methodology. Rather than offering one-size-fits-all support, we get to know each customer's unique environment and goals, building relationships that go beyond reactive problem-solving. If you are passionate about creating meaningful customer partnerships and helping organizations get the most out of their Workday investment, this is a team where your work will have a direct and lasting impact.

About the Role

As a Manager on the Technical Account Management team, you will lead a team responsible for building strong, trust-based relationships with Workday's key customers. You will play a critical role in shaping the customer experience by hiring, coaching, developing, and growing a high-performing team of Technical Account Managers — including both co-located and virtual team members.

You will partner closely with Global Support leadership and customer-facing teams — including Account Executives, Managing Partners, Customer Success Managers, and Advisory Services — to deliver an outstanding experience for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers. Your ability to guide the team through complex, escalated issues with sound business judgment and effective resource coordination will be essential.

Responsibilities include:

• Lead a team focused on building strong customer relationships through proactive technical guidance and strategic partnership

• Own hiring, coaching, development, training, and skills management for your team, building and nurturing a cohesive group across co-located and virtual settings

• Review the customer pipeline, identify potential candidates for TAM services, and assist Sales in customer conversations

• Collaborate closely with Global Support teams and their leadership to provide an exceptional experience for Workday Success Plans Accelerate Plus and WSP Technical Account Management customers

• Establish strong working relationships with customer-facing teams, including Account Executives, Managing Partners, Customer Success Managers, and Advisory Services

• Guide the team through complex and escalated issues, coordinating resources effectively and managing communications and expectations both internally and with customers

• Apply sound business judgment and risk awareness to coordinate team efforts in solving problems

• Partner with the team to drive continuous improvement initiatives for customers

• Lead by example to nurture and maintain Workday's culture and uphold our core values

• Develop expertise in Workday's Architecture to support the team and their customers as needed

• Participate in the 24x7 global coverage plan

About You

Basic Qualifications

• 8+ years of experience in product support, customer success, account management, or consulting for a complex B2B enterprise software solution, with a minimum of 2+ years in a supervisory role for an M3 Manager level or a minimum of 5+ years in a supervisory role for an M4 Sr. Manager level

• Confirmed experience leading and mentoring a team supporting complex SaaS solutions and working with large enterprise accounts

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

Other Qualifications

• Leadership: Demonstrated ability to guide, influence, and inspire a team toward shared goals. You understand team dynamics and communicate effectively, resolve conflicts, plan strategically, and foster a positive, high-performing work environment. You have experience interacting at the C-Level and a history of delivering excellent communications with senior customers.

• Customer Satisfaction Management: A customer-first mentality with experience understanding, managing, and enhancing customer satisfaction. You can analyze customer feedback, implement strategies to improve the customer experience, and appropriately prioritize and raise customer issues. You have a strong understanding of standard support metrics such as Initial Response, SLA, TTR, CSAT, and NPS, and you use these to drive meaningful outcomes.

• Escalation Management: Skilled at navigating complex, escalated issues by identifying the appropriate path to resolution, communicating effectively with all parties involved, and implementing solutions in a timely manner. You have a history of leading critical issues through resolution at both the business owner and executive levels, with the ability to read, anticipate, and assess high-pressure situations quickly.

• Operational Efficiency: Experienced in strategies for process improvement, resource optimization, and workflow streamlining. You have a confirmed capability of delivering on departmental goals and can help the team maximize productivity while continually improving the quality of service delivered to customers. You are receptive to feedback and skilled at developing improvement plans.

• Cross-Functional Alignment: Ability to engage and influence across corporate functions — including Managing Partners, Customer Support, Professional Services, Development, and Product Management — gaining consensus from diverse collaborators to develop action plans, even in areas with no direct owner due to environment complexity. You ensure that all teams are working toward the same organizational goals.

• Technical Acumen: Ability to understand, learn, and apply complex technical information and concepts. You can troubleshoot technical issues, interpret technical data and specifications, and support the team in providing solutions to customer technical challenges. You are comfortable developing expertise in Workday's Architecture and leveraging that knowledge to guide your team.

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.

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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