[Hiring] Senior Technical Account Manager @Dayforce

Role Description

We are looking for a Senior Technical Account Manager to join the Dayforce team in a fully remote role. To support a strong onboarding experience, this position will initially require working 6–12 months on the North America EST schedule so you can complete training, shadow closely with our North American team, and build a solid foundation in the role. After this initial period, the role will primarily align with the AEST time zone to support our Australian accounts.

This is an exciting opportunity to work with a fast-growing SaaS leader and play a key role in delivering high-touch, technical, and client-focused support to our customers.

• Deliver premium, high-touch account management services to assigned clients.
• Partner closely with Customer Success Managers and Support Analysts to provide best-in-class support.
• Leverage a strong technical aptitude to drive proactive solutions and optimize platform usage.
• Collaborate with Product & Technology, Implementation, Value-Added Services, Application Support, and other key stakeholders.
• Help organizations fully realize the value of their Dayforce investment.
• Develop long-term relationships with customers by understanding their business operations.

Qualifications

• Bachelor’s degree in computer science, Engineering, or relevant software/computer related fields.
• 3+ years of experience in Dayforce Support, Services, or related technical teams.
• Proven HCM domain experience, specifically in at least two core modules (Payroll, Benefits, WFM and HR).
• Strong technical background with a proven ability to resolve highly complex business and integration challenges for enterprise level customers.
• Strong understanding of relational database systems and advanced proficiency with SQL, XML, and XSLT.
• Excellent judgement, exceptional problem resolution skills and the ability to balance multiple demands.
• Ability to work under tight timelines and under pressure, evaluate risk independently and propose contingency plans.
• Thorough understanding of Software-as-a-Service (SaaS) business model and exposure to hosting and change management protocols.
• Outstanding oral and written communication skills.
• Relevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six Sigma.
• Comfortable with traveling internationally and has a valid passport.

Requirements

• Partner with the Customer Success Manager to drive overall customer success outcomes including value realization, customer growth, retention, and advocacy.
• Understand the big picture and the business your customer is in – connect the dots and translate your customers’ business problems into a viable solution using Dayforce products and services.
• Define and monitor key performance indicators and devise a technical strategy to accomplish and maintain them.
• Analyze customer usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reduction.
• Leverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutions.
• Play an active role in ensuring that the integration of services and infrastructure architectures are designed and implemented to meet evolving business/operational requirements and standards for reliability, scalability and availability.
• Plan, communicate, support, and drive Dayforce upgrade readiness.
• Meet or exceed targeted Net Promoter Score (NPS) levels, TAM Services year over year growth and client retention metrics.
• Leverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependability.
• Solicit customer feedback and partner with internal Dayforce teams to drive product and operational improvements.
• Contribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievements.
• De-escalate technical issues effectively with some supervision, including critical issues with executive visibility.
• Proactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happen.
• Act as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing clients’ expectations.
• Participate or lead TAM team projects and initiatives.

Benefits

• Excellent time away from work programs.
• Comprehensive wellness initiatives.
• Recognition through competitive pay and benefits.
• Opportunities for personal and professional growth.
• Commitment to community impact, including volunteer days and our charity, Dayforce Cares.