Dayforce US, Inc.
Sr Technical Account Manager
Dayforce US, Inc., Saint Paul, Minnesota, United States,
Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.Our brand promise - Makes Work Life Better TM - Reflects our commitment to employees, customers, partners and communities globally.Location:
Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.About the OpportunityAs a member of the Dayforce Customer Success organization for its fast growing Dayforce SaaS product, the Senior Technical Account Manager (TAM) will provide tactical account management services to assigned key large enterprise clients to deliver best-in-class experience. The TAM is a skilled partner and the client’s trusted advisor who finds opportunities by understanding their business operations and optimizing the Dayforce solution to meet their strategic goals and functional needs.The TAM is hands-on with the Dayforce product and demonstrates a strong technical aptitude to collaborate with R&D, Implementation, and other key stakeholders ensuring client success and satisfaction. This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about client management, and thrives in a highly collaborative and fast paced environment.What you'll get to doPartner with the Customer Success Manager to establish and strengthen executive relationshipsDrive overall customer success outcomes including value realization, customer growth, retention, and advocacyUnderstand the big picture and the business your customer is in – connect the dots and translate your customer’s business problems into a viable solution using Dayforce products and servicesDefine and monitor key performance indicators and devise a technical strategy to accomplish and maintain themAnalyze your customer’s usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reductionLeverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutionsPlay 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 availabilityPlan, communicate, support, and drive Dayforce upgrade readinessMeet or exceed targeted Net Promoter Score (NPS) levels and client retention metricsLeverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependabilitySolicit customer feedback and partner with internal Dayforce teams to drive product and operational improvementsContribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievementsDe-escalate technical issues independently and effectively with some supervision, including critical issues with executive visibilityProactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happenActing as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectationsParticipate or lead team projects and initiativesCollaborate and lead initiatives cross functionallySkills and Experience We ValueBachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields3-5+ years of experience in Dayforce Consulting, Implementation, or related technical teamsProven HCM domain experience, specifically in Workforce Management and PayrollStrong technical background with a proven ability to resolve highly complex business and integration challenges for enterprise level customersStrong understanding of relational database systems and advanced proficiency with SQL, XML, and/or XSLTExcellent judgement, exceptional problem resolution skills and the ability to balance multiple demandsAbility to work under tight timelines and under pressure, evaluate risk independently and propose contingency plansThorough understanding of Software-as-a-Service (SaaS) business model and exposure to hosting and change management protocolsOutstanding oral and written communication skillsConfidence and credibility with senior stakeholdersRelevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six SigmaComfortable with traveling US/CAD and has a valid passportCustomer-focused mindset with a dedication to delivering value and satisfactionTeam player who fosters collaboration and contributes to a positive work environmentSelf-starter and able to work with minimal supervisionResults driven with good balance of relationship and task orientationSystems thinker, purposeful and decisiveCommunicates with authenticity, courage and composureWhat’s in it for youDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce employees and their families are eligible to participate in the following benefits programs: medical, dental, vision, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match) and a Global Employee Stock Purchase Plan. Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.About the Salary RangesPlease note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.Fraudulent RecruitingBeware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:
https://www.dayforce.com/be-aware-of-recruiting-fraud
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Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada.About the OpportunityAs a member of the Dayforce Customer Success organization for its fast growing Dayforce SaaS product, the Senior Technical Account Manager (TAM) will provide tactical account management services to assigned key large enterprise clients to deliver best-in-class experience. The TAM is a skilled partner and the client’s trusted advisor who finds opportunities by understanding their business operations and optimizing the Dayforce solution to meet their strategic goals and functional needs.The TAM is hands-on with the Dayforce product and demonstrates a strong technical aptitude to collaborate with R&D, Implementation, and other key stakeholders ensuring client success and satisfaction. This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, passionate about client management, and thrives in a highly collaborative and fast paced environment.What you'll get to doPartner with the Customer Success Manager to establish and strengthen executive relationshipsDrive overall customer success outcomes including value realization, customer growth, retention, and advocacyUnderstand the big picture and the business your customer is in – connect the dots and translate your customer’s business problems into a viable solution using Dayforce products and servicesDefine and monitor key performance indicators and devise a technical strategy to accomplish and maintain themAnalyze your customer’s usage patterns and utilization of the software, develop a game plan to improve user experience, overall adoption and effort reductionLeverage domain and technical expertise to investigate functional and technical issues and deliver best practice recommendations and solutionsPlay 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 availabilityPlan, communicate, support, and drive Dayforce upgrade readinessMeet or exceed targeted Net Promoter Score (NPS) levels and client retention metricsLeverage your strong communication skills to translate technical issues to non-technical counterparts and establish an exceptional level of trust and dependabilitySolicit customer feedback and partner with internal Dayforce teams to drive product and operational improvementsContribute meaningful content to monthly, quarterly and executive business reviews, including challenges, progress and achievementsDe-escalate technical issues independently and effectively with some supervision, including critical issues with executive visibilityProactively engage internal and external key stakeholders to drive desired outcomes, anticipating and detecting issues and implementing safeguards to mitigate risks before they happenActing as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectationsParticipate or lead team projects and initiativesCollaborate and lead initiatives cross functionallySkills and Experience We ValueBachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields3-5+ years of experience in Dayforce Consulting, Implementation, or related technical teamsProven HCM domain experience, specifically in Workforce Management and PayrollStrong technical background with a proven ability to resolve highly complex business and integration challenges for enterprise level customersStrong understanding of relational database systems and advanced proficiency with SQL, XML, and/or XSLTExcellent judgement, exceptional problem resolution skills and the ability to balance multiple demandsAbility to work under tight timelines and under pressure, evaluate risk independently and propose contingency plansThorough understanding of Software-as-a-Service (SaaS) business model and exposure to hosting and change management protocolsOutstanding oral and written communication skillsConfidence and credibility with senior stakeholdersRelevant certifications such as ITIL Foundations, FPC, CPP, PMP, Lean Six SigmaComfortable with traveling US/CAD and has a valid passportCustomer-focused mindset with a dedication to delivering value and satisfactionTeam player who fosters collaboration and contributes to a positive work environmentSelf-starter and able to work with minimal supervisionResults driven with good balance of relationship and task orientationSystems thinker, purposeful and decisiveCommunicates with authenticity, courage and composureWhat’s in it for youDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce employees and their families are eligible to participate in the following benefits programs: medical, dental, vision, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match) and a Global Employee Stock Purchase Plan. Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.About the Salary RangesPlease note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.Fraudulent RecruitingBeware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:
https://www.dayforce.com/be-aware-of-recruiting-fraud
#J-18808-Ljbffr