Manager, Technical Account Management

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 TeamThe 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 RoleAs 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 partnershipOwn hiring, coaching, development, training, and skills management for your team, building and nurturing a cohesive group across co-located and virtual settingsReview the customer pipeline, identify potential candidates for TAM services, and assist Sales in customer conversationsCollaborate closely with Global Support teams and their leadership to provide an exceptional experience for Workday Success Plans Accelerate Plus and WSP Technical Account Management customersEstablish strong working relationships with customer-facing teams, including Account Executives, Managing Partners, Customer Success Managers, and Advisory ServicesGuide the team through complex and escalated issues, coordinating resources effectively and managing communications and expectations both internally and with customersApply sound business judgment and risk awareness to coordinate team efforts in solving problemsPartner with the team to drive continuous improvement initiatives for customersLead by example to nurture and maintain Workday's culture and uphold our core valuesDevelop expertise in Workday's Architecture to support the team and their customers as neededParticipate in the 24x7 global coverage planAbout YouBasic Qualifications8+ 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 levelConfirmed experience leading and mentoring a team supporting complex SaaS solutions and working with large enterprise accountsBS or MS in a Technical Degree (e.g., Computer Science, MIS) or equivalent technical work experience and acumenOther QualificationsLeadership: 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 as