Senior Technical Account Manager (APJ Shift)

Overview

Senior Technical Account Manager for Workday’s APJ customers, providing proactive, personalized technical support and escalation ownership.

What you'll do

• Build and maintain relationships with implementing and production customers.
• Coordinate and prioritize business-critical cases/events for strategic accounts.
• Drive escalations and incidents and manage internal/external communications with stakeholders up to C-level executives.
• Act as a liaison between Operations, Professional Services, Development, Product Management, and customers to align on needs.
• Review customer events and planned production activities to identify potential problems and plan/execute solutions.
• Provide regular reviews of customer cases to identify trends and champion customer needs internally.
• Support customer self-sufficiency by helping customers engage with Workday Support and leverage tools.

What you'll need

• 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 implementing or managing Workday, Oracle, SAP, PeopleSoft, Ultimate Software, Kronos, or similar projects at senior/executive level.
• BS or MS in a technical degree or equivalent technical work experience and acumen.
• Strong planning and organizational skills with project management experience as a must.
• Excellent verbal, presentation, and written communication skills, including chairing meetings or hosting webinars.
• Established history of issue management through resolution and escalation at business owner and executive levels.

Details

• Based in the Workday Pune office; candidates must be willing to relocate to Pune.
• Expected to work APJ shift hours and participate in the 24x7 program.
• Expected to work from the office at least 50% of the time.
• Travel weekly for customer onsite visits and events up to 50% of the time.